Home / Complaints procedure

Complaints procedure.

If something has gone wrong, we want to know, and we want to put it right.

Last updated: 9 October 2026

1. How to complain

Please tell us in writing, so we have a clear record:

  • Email: clientsupport@anjioproperty.com
  • Post: Complaints, Anjio Property, 124 City Road, London, EC1V 2NX

You can also call or WhatsApp us on +44 (0) 777 296 7388, and we will confirm what you've told us in writing. Please include your name, contact details, the property or agreement involved, what happened and what you would like us to do.

2. What happens next

  1. Within 3 working days we will acknowledge your complaint in writing and tell you who is handling it.
  2. Within 15 working days of that acknowledgement we will investigate and send you a full written response, explaining our findings and any action we will take.
  3. If you are not satisfied, tell us within 15 working days of our response. A director who has not been involved in the matter will review it afresh.
  4. Within 15 working days of your request for a review, we will send you our final written response (our "final viewpoint").

If an investigation needs longer, we will tell you why and when to expect our answer. In any event we will send our final viewpoint within 8 weeks of receiving your complaint.

3. The Property Ombudsman

Anjio Property is a member of The Property Ombudsman (TPO), membership number T14663. If you are still not satisfied after our final viewpoint, or if 8 weeks have passed since you first complained, you can ask TPO to review your complaint free of charge.

The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333306 (Monday to Friday, 9am to 4:30pm) · www.tpos.co.uk (online contact form)

You must refer your complaint to TPO within 12 months of receiving our final viewpoint. You can also go to TPO if 8 weeks have passed since you first complained and we have not given a final viewpoint.

4. Disputes under an Invest with us agreement

Disagreements between the owners of a company set up under an Invest with us agreement are resolved through the dispute process written into that agreement: discussion first, then mediation, then arbitration. This procedure covers our property services. It does not replace the terms you have agreed with us.

5. Your other rights

This procedure does not affect your legal rights. Complaints about how we handle personal information can also be made to the Information Commissioner's Office. See our privacy notice.