Complaints Procedure
Last updated: 28 July 2026

1. Our commitment

McNamee Properties Limited is committed to providing a professional, fair and responsive service. We take complaints seriously and use them to resolve concerns and improve our services.

This procedure covers complaints about our property-related services and complaints about how we handle personal data. Different external escalation routes apply, as explained below.

2. How to make a complaint

Please contact us as soon as reasonably possible:

Email: info@mcnameeproperties.co.uk
Post: Complaints Officer, McNamee Properties Limited, 203 London Road, Hadleigh, Benfleet, Essex, SS7 2RD

Please include, where possible:

• your full name and contact details;
• a clear description of your complaint;
• relevant dates, people and property or service details;
• copies of relevant documents or correspondence; and
• the outcome you would like us to consider.

Please state if your complaint concerns the use of your personal data so that it can also be handled under the applicable data protection requirements.

3. Acknowledgement and investigation

We aim to acknowledge every complaint within three working days.

The Complaints Officer or another appropriate person will review the complaint, make reasonable enquiries and consider the available evidence. The person reviewing the complaint will, where reasonably possible, not be the person whose actions are the main subject of the complaint.

We aim to provide a written response within 15 working days of acknowledgement. If the matter is complex or more information is needed, we will explain the reason for the delay, keep you informed and provide an expected response date.

4. Senior review and final response

If the complaint is not resolved by the initial response, you may ask for a senior review. Please explain which parts of the response you disagree with and provide any additional relevant evidence.

For a complaint eligible for referral to the Property Redress Scheme, we will issue our final written response as soon as reasonably possible and no later than eight weeks after we first received the complaint. The final response will explain our findings, any proposed resolution and the applicable external escalation route.

5. Property Redress Scheme

If your complaint concerns a service covered by our Property Redress Scheme membership and remains unresolved after our final response or after eight weeks, you may be eligible to refer it to:

Property Redress Scheme
Membership number: PRS054351
Website: https://www.theprs.co.uk/
Telephone: 0333 321 9418
Email: info@theprs.co.uk

The PRS service is independent and consumers are not charged for making a complaint.

PRS eligibility conditions and time limits apply. Under the PRS's published conditions, a complainant should normally have made a formal written complaint to the member within 12 months of the incident complained about and allowed eight weeks for the member to resolve it. Please check the current PRS requirements or contact the PRS if you are unsure whether it can consider your complaint.

6. Data protection complaints

If you believe that we have not complied with data protection law, you can make a complaint using the email or postal address in section 2.

We will:

• acknowledge a data protection complaint promptly and no later than 30 days after receiving it;
• take appropriate steps to investigate and respond without undue delay;
• keep you informed of progress where appropriate; and
• communicate the outcome without undue delay.

If you remain dissatisfied, you have the right to complain to the Information Commissioner's Office:

Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

The Property Redress Scheme and the Information Commissioner's Office deal with different types of complaint. We will identify the relevant route in our final response where possible.

7. Accessibility and representation

Please tell us if you need reasonable assistance, an alternative format or another communication method. You may ask an authorised representative to complain on your behalf, although we may need evidence of their authority and may need to verify identity before sharing personal information.

8. Records and improvement

We keep appropriate records of complaints, outcomes and any corrective action. Complaints are reviewed to identify recurring issues, training needs and improvements to our processes.