Our complaints procedure

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Please follow this process:

Speak to your
Consultant or Manager

In order that your concerns are addressed as efficiently as possible we ask that you first raise the issues verbally with the Manager of the office concerned.


We are glad to have resolved your problem

Write to the Director of
Customer Relations
and Compliance

This complaint will also be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of this investigation will be sent to you within 15 working days.

Director of Customer Relations, Discovery Dock East, South Quay Square, Canary Wharf, London, E14 9SH


We are glad to have resolved your problem

Refer the matter to the

Following the investigation, a written statement expressing Morgan Randall's final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within six months for a review.