COMPLAINTS POLICY 

At Monza Property we are committed to acting with integrity and delivering a professional service to all clients and investors. If something goes wrong, we want to hear about it. Complaints help us resolve issues fairly and improve how we work.  

 

What This Policy Covers  

This policy applies to all services provided by Monza Property, including property sourcing, investment opportunities, and customer service.  

You may complain about, for example:  

  • The quality of service you have received.  
  • The behaviour or professionalism of our staff.  

 

How to Make a Complaint  

Please submit complaints by email or telephone.  

  • Telephone: 07780010937

Please provide as much detail as possible, including:  

  • Your name and contact details.  
  • Details of the service or staff member involved.  
  • Property details (if relevant).  
  • Supporting documents or evidence.  
  • What outcome you would like to see.  

 

How We Handle Complaints  

Stage 1 – Initial Review  

  • We acknowledge your complaint within 3 working days and assign a complaint reference.  
  • A senior team member will investigate and aim to resolve your complaint within 15 working days.  
  • You will receive a written outcome explaining our findings and any action taken.  

Stage 2 – Escalation  

  • If you are unhappy with the outcome, you may escalate your complaint within 7 days.  
  • A Company Director will review your case and respond within 15 working days.  
  • This is our final internal stage.  

Stage 3 – Independent Redress  

If you remain dissatisfied, you may refer your complaint to The Property Ombudsman, of which we are a member. Complaints must be referred within 6 months of our final response.  

 

Confidentiality & Data Protection  

All complaints are handled confidentially. Your information will only be shared with staff who need it to resolve the issue, in line with UK GDPR.  

Responsibility and Review

Responsibility for the Complaints Policy and its implementation within Monza Property Limited rests with the directors. 

This Complaints Policy was last reviewed on 20th September 2025.