Complaints handling process

How to make a complaint

CrowdProperty is committed to providing a quality service and working in an open and accountable way that builds trust and respect. We wish to improve our service by listening and responding to the views of our clients and stakeholders and by putting mistakes right, therefore we aim to resolve complaints at the earliest possible opportunity.

If there is any aspect of our service that you are not happy about, please do get in touch. You can:

E-mail: info@crowdproperty.com
Phone: 0203 012 0161
Write: CrowdProperty, 54 Hagley Road, Edgbaston, Birmingham, B16 8PE

Please can you include the following information to help us process your complaint:

Your full name
Your contact details
A summary of your complaint

Complaints handling process

We will acknowledge the complaint in writing promptly, provide you with details of the Financial Ombudsman Service and seek clarification on any points where necessary. We will conduct a full investigation and keep you informed of our progress. We aim for the complaint to be resolved within three business days of receipt. You will receive contact from us notifying you of the progress if we cannot provide a final response within this timeframe, and again after 4 weeks, if the investigation is not concluded by this time.

CrowdProperty will, by the end of 8 weeks after its receipt of the complaint, send you a final response; or a written response which:

Explains why it is not in a position to make a final response and indicates when it expects to be able to provide one;
Informs the complainant that they may now refer the complaint to the Financial Ombudsman Service or Financial Conduct Authority as appropriate;
Encloses a copy of the FOS standard explanatory leaflet or link to FCA Guidance as appropriate.