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Complaints Procedure

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Canonbury Management and Canonbury Building Complaints Procedure

1.  Where a complaint is felt appropriate, we ask that clients write or email us so that we have full details of the issue in writing.  This is so that the issue can be understood clearly.

Correspondence in writing should be emailed to with full details of the issue, your name, your email address, contact telephone number and correspondence address.  

If the issue relates to a building we manage, the full address of the building is required and the address of the flat that you own.

If you wish to send a letter, please send to our registered office as published on our website with the same information as requested for email, above.

We cannot respond to hand written correspondence where we are unable to decipher the writing.

2.  We will acknowledge the complaint within 48 hours of receipt of email and within 3 working days of receipt of postal correspondence.

3.  The complaint will then be investigated and our preliminary findings will be sent to you by email within 15 working days.

4.  If you wish to reply to that correspondence then you are asked to ensure that the reference from the subject line of our email or letter is quoted in your email subject line or letter.

5.  Once you have received our reply to your email, at that point, we hope that the issue will be resolved but if you then wish to take the matter further, we ask that you reply to that effect and we will advise you by reply that we have completed our internal complaints procedure and you may take the matter to the Property Ombudsman within 12 months of the final review of the complaint.

Please be aware that if you are a PM Lite client, as we offer only a software solution to the company who manages your building, you need to address your complaints to that company and not to us.

We are unable to enter into complaints regarding litigation between our client and you.  The Property Ombudsman also does not have jurisdiction in those matters where a court is involved.

Their details are:

The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP

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