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.

Our procedure

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

Initially we would prefer that you raise your concern or problem informally with the manager of the office. However, should your complaint not be resolved to your satisfaction or you would prefer to make a formal complaint then you will need to make your complaint in writing and address it to:

Mrs Natasha Eddy
Customer Service Manager
Black Katz Ltd
69 Parkway
Camden Town

Once received, we will issue an acknowledgement stating that we are looking into the matter and that we shall return a written response within 15 working days.

However, if you are still unhappy with the response you receive then you will need to issue another written complaint and address it to:

Mr Andrew Black - Director

Black Katz Eddy Ltd at the above address


If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

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 complaints procedure, before being submitted for an independent review.