How we handle concerns, and where to go if we can't resolve them
We aim to provide a professional, transparent service. If something goes wrong, we want to know about it and put it right quickly.
Please put your complaint in writing (email is fine) to:
Our Complaints Team
Mayfair Atrium, 167-169 Great Portland Street, Fifth Floor, London, England, W1W 5PF
Email: info@mayfairatrium.com
We will acknowledge your complaint within 3 working days, and provide a full written response within 15 working days of receipt setting out our findings and, where appropriate, resolution.
If you are not satisfied with our initial response, you may ask for the matter to be escalated to a director of Mayfair Atrium. We will provide a final written response, known as a "final viewpoint" letter, within 15 working days.
If you remain dissatisfied after receiving our final viewpoint letter, or if 8 weeks have passed since you first complained, you will be able to refer your complaint free of charge to our independent redress scheme. Mayfair Atrium's redress scheme name, address and membership number will be published here once registration is complete.
The redress scheme's decision on any award is binding on Mayfair Atrium, though not on you.
Where Mayfair Atrium holds client funds in the course of letting and property management, this will be safeguarded by a Client Money Protection scheme. The scheme name and membership number will be published here once registration is complete.
