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Complaints Procedure

Our complaints procedure

If you’re not completely happy with our service, we’d like to hear about it so we can put it right.

We want to:

  • make it easy for you to tell us about your complaint
  • give your complaint the attention it deserves
  • resolve your complaint without delay
  • make sure you are satisfied with how your complaint was resolved

If you’re not satisfied with any aspect of our service, contact our Managing Director, Martin Bikhit.

You can write to:

Martin Bikhit
Managing Director
Kay & Co.
24-25 Albion Street
London W2 2AX
or This email address is being protected from spambots. You need JavaScript enabled to view it.

We aim to solve your concern straight away, but we may need to investigate your complaint internally first. We will acknowledge receiving your complaint in writing within three working days.

In most cases, complaints are dealt with within 15 working days, when we will send you a letter explaining the outcome. If you’re still unhappy, you can ask for your complaint to be reviewed at a higher level within Berkshire Hathaway HomeServices Kay & Co. The Chairman will review your complaint and will aim to give you a full response within 15 working days. If the investigation is likely to take longer, he will keep you fully informed of his progress.

Write to the Chairman at the address below. Give the details of your complaint and what you would like us to do to resolve matters.

The Chairman
Kay & Co.
24/25 Albion Street
Hyde Park
London W2 2AX

Oliver Ingles Updated

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