Complaints Procedure

Black Katz strive to ensure that we provide the best in Customer Service as a result we would like to know when we get it wrong so that next time we can get it right and therefore we’ll ensure our services are continually improving.


In order for us to be responsive and address your needs quickly we have a set complaints procedure to follow.

If you have a complaint, please put it in writing, including at much detail as possible, We will then respond in line with the timescale below.

Mrs Natasha Eddy

Customer Service Manager

Black Katz Ltd

69 Parkway

Camden Town



What happens next ?

Once received, we will issue an acknowledgement of receipt of your complaint with in 3 working days or receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of your original complaint. 

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint ( or more than 8 weeks has elapsed since the complaint was first made ) you can request and independent review from The Property Ombudsman without charge.

The Property Ombudsman Ltd

Milford House

43-45 Milford Street





01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.