Complaints Policy
At Forty Eight Ltd, we value all feedback — positive or negative — as it helps us to continuously improve our service and your overall experience.
If you are dissatisfied with any aspect of our service, customer care, or the conduct of our team, we are committed to resolving the issue fairly, quickly, and with transparency.
Our Commitment to You
We aim to:
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Provide a clear, accessible, and fair process for customers who wish to make a complaint.
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Ensure all staff are trained to handle complaints appropriately and with professionalism.
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Treat every complaint consistently and with a timely resolution in mind.
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Use complaints as an opportunity to learn and improve our services.
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Handle all complaints and related information with strict confidentiality.
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Keep you informed if your complaint is complex or requires more time to investigate.
Confidentiality & Data Protection
Your privacy is important to us. All complaint details are treated confidentially and only shared with team members directly involved in resolving the matter. Any personal information you provide will be processed in line with the General Data Protection Regulation (GDPR) and your rights under the law.
How to Make a Complaint
If you have a concern or complaint, please follow the steps below:
Step 1: Speak to Us
You may raise the issue directly with the team member you’ve been dealing with. Alternatively, you can escalate your complaint by contacting a Director at Forty Eight Ltd. We will provide their contact details upon request.
Step 2: Complaint Logged
Once a complaint is raised with a Director, it will be logged in our internal Complaints Register and assigned a reference number.
Step 3: Investigation & Response
The Director will review your complaint to determine the best course of action. You will receive an acknowledgment of your complaint, and we will aim to provide a full written response within 14 days.
Step 4: Further Review
If you are not satisfied with our response, you may request a further review by another Director. A new written response will be issued within 14 days, and the Complaints Register will be updated accordingly.
If You're Still Not Satisfied
Should the matter remain unresolved after our internal process, you have the right to refer your complaint to The Property Ombudsman for an independent review.