Complaints Procedure
Plot6 Property Ltd
Last updated: 14 October 2026
1. Our commitment
At Plot6 Property, we aim to provide a professional, transparent and relationship-led service.
If something goes wrong, we want to know about it. We take complaints seriously and will investigate them fairly, carefully and promptly, with the aim of resolving concerns wherever possible.
This procedure explains how to make a complaint about our services and what you can expect from us.
2. How to make a complaint
You can submit a complaint in writing using either of the following methods:
Email: enquiries@plot6property.com
Post:
Plot6 Property Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
Please mark postal correspondence for the attention of the person responsible for complaints.
To help us investigate your complaint, please include:
Your name and contact details.
A clear description of the issue.
Relevant dates and any correspondence or other supporting information.
The impact the issue has had on you, where relevant.
What you would like us to do to resolve the matter.
If you need help explaining your complaint or require a reasonable adjustment to use this procedure, please contact us and we will consider how we can assist.
3. What happens next?
Stage 1 — Acknowledgement
We aim to acknowledge your complaint within three working days of receiving it.
We may contact you if we need further information to understand the issues you have raised.
Stage 2 — Investigation
We will review your complaint fairly and objectively. This may involve reviewing correspondence, relevant records, agreed terms and any other information needed to understand what happened.
We aim to provide a substantive response within 15 working days of receiving your complaint.
If the investigation requires more time, we will explain the reason for the delay and provide an updated timescale.
Stage 3 — Our response
We will explain the outcome of our investigation and the reasons for our decision.
Where appropriate, we may propose a resolution, corrective action or other reasonable steps to address the issues identified.
If you remain dissatisfied, you may ask us to review the outcome. Please explain which aspects you disagree with and why.
We will consider any additional information and provide a further response where appropriate.
4. Independent redress
Plot6 Property Ltd is a member of the Property Redress Scheme (PRS).
Membership number: PRS061289
If we have issued our final response and you remain dissatisfied, or we have not resolved your complaint, you may be able to refer it to the Property Redress Scheme, subject to its eligibility requirements and conditions.
The scheme generally requires you to have raised your complaint with us in writing and allowed us up to eight weeks to investigate and respond, unless its rules allow earlier referral. The last communication relating to the complaint will generally need to have taken place within the preceding 12 months.
The Property Redress Scheme provides an independent complaints process. There is no charge to consumers for submitting a complaint to the scheme.
Property Redress Scheme
Website: https://www.propertyredress.co.uk/consumers
You can use the scheme's website to find information about its process, eligibility requirements and how to submit a complaint.
5. Fair treatment and confidentiality
We will handle complaints professionally, respectfully and as confidentially as reasonably possible.
Information will only be shared where necessary to investigate or resolve the complaint, meet legal or regulatory obligations, or otherwise where lawful.
Making a complaint will not, in itself, affect your right to receive fair and professional treatment from us.
6. Record keeping and improvement
We keep appropriate records of complaints, investigations, outcomes and any actions taken.
We use complaints to identify opportunities to improve our service, communication and procedures.
7. Contact details
Plot6 Property Ltd
Email: enquiries@plot6property.com
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
Company number: 17510577
This Complaints Procedure may be reviewed and updated from time to time to reflect changes to our services or applicable requirements.
