Please use the contact information on this page to get in touch with us or complete our online contact form here Contact Us
Looking for your new home? Book a viewing for one of our properties here Book a viewing
Book a free valuation 24 hours a day, 7 days a week with one of our Property Consultants here Get a free valuation
New and Existing Clients: info@moritaestates.com
Emergencies: Please call our Maintenance Team on 07766865468 (24/7)
ICO & GDPR Enquries: privacy@moritaestates.com
Registered Address:
12 Lexham Gardens,
Kensington
London
W8 5JE
Complaints Procedure:
Stage 1:
If you have a complaint, please contact us so we can put it right. We pride ourselves in providing a an excellent customer service however, if you are disatisfied with the service you have received, please email us at info@moritaestates.com
You will need to provide your full name and property details.
The Morita Estates complaints procedure has been structured to ensure that concerns are dealt with as quickly and efficiently as possible.
Please note, complaints by email should only be directed to the above e-mail address, to ensure they are dealt with as quickly as possible. Any complaints directed to any individual’s email address, may not be handled as promptly.
Stage 2:
You can escalate your complaint by writing to one of the Company Partners.
Your complaint will be acknowledged within three working days of receipt and an investigation will take place.
A formal written outcome of the investigation will be sent to you within 14 working days.
Stage 3:
If you are not happy with our response or offer, you can further escalate your complaint by writing to our Legal Department at this address:
Morita Estates - Legal Department
12 Lexham Gardens Kensington London W8 5JE
Email: info@moritaestates.com
This complaint will also be acknowledged within three working days of receipt and an investigation will take place.
A formal written response will be sent to you within 14 working days.
Once the Company Partner has reviewed the outcome of your complaint, Morita Estates will send you a letter confirming our decision. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Redress Scheme within twelve months for a review.
Stage 4:
In the unlikely event that you remain dissatisfied with our response or offer, you can refer your complaint to The Property Redress Scheme. Their details are:
Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418 (9.00am to 5.30pm Monday-Friday)
Email: info@theprs.co.uk
