At OFG Property Group Ltd, we are committed to providing a high standard of service to all landlords and clients. However, if something goes wrong, we want to hear from you so we can put it right.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us in writing:

Email: hello@ofgpropertygroup.co.uk
Address: 20 Wenlock Road, London, N1 7GU

Please include as much detail as possible so we can fully understand your concerns.

Our Complaints Process

Stage 1 – Acknowledgement
We will acknowledge your complaint within 3 working days of receipt.

Stage 2 – Investigation
Your complaint will be investigated by a senior member of the business. We will aim to provide a full written response within 15 working days.

Stage 3 – Final Response

If we are unable to resolve your complaint within 15 working days, we will:

• Inform you of the delay

• Provide an update on progress

• Issue a final response within 8 weeks of the original complaint
  

Escalation to The Property Ombudsman (TPO)

If you remain dissatisfied after receiving our final response (or if 8 weeks have passed), you may refer your complaint to:

The Property Ombudsman (TPO)

You must do this within 12 months of our final response.

Important Information

• We will only deal with complaints made within 12 months of the issue occurring

• All complaints will be handled fairly, consistently, and in line with our obligations under The Property Ombudsman Code of Practice