Last updated: May 2026
At Jacob Li Properties Ltd, we are committed to providing a high‑quality service to all our clients. If something goes wrong, we want to know about it so we can put it right and improve our standards.
This Complaints Procedure explains how you can raise a concern and how we will handle it.
1. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us in writing:
Email: complaints@jacobliproperties.co.uk Address: 86–90 Paul Street, London, EC2A 4NE Phone: +44 020 7801 032
Please include:
Your full name
Property address (if relevant)
Details of your complaint
Any supporting documents
How you would like us to resolve the issue
2. Stage One — Internal Review
Once we receive your complaint:
We will acknowledge it within 3 working days
A senior member of staff will investigate your concerns
We may contact you for further information
You will receive a full written response within 15 working days
If you are satisfied with the outcome, the matter will be closed.
3. Stage Two — Final Internal Review
If you remain dissatisfied after Stage One:
Your complaint will be escalated to a Director
We will conduct a further review of the case
You will receive a final written response within 15 working days
This is our final internal position.
4. Independent Redress — The Property Ombudsman (TPO)
If you are still not satisfied after completing our internal process, you may refer your complaint to:
The Property Ombudsman Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP Website: www.tpos.co.uk
You must refer your complaint to TPO within 12 months of receiving our final response.
We are a proud member of The Property Ombudsman Scheme, and we follow their Code of Practice.
5. Our Commitment
We take all complaints seriously and aim to resolve issues fairly, transparently, and promptly. Your feedback helps us improve our service and maintain high professional standards.