Complaints Handling Procedure

Four Key Asset and Block Management Ltd (trading as Four Key) is committed to providing a high standard of service to all our clients, residents, and leaseholders. We recognise that things can sometimes go wrong and we take all complaints seriously. Our aim is to resolve every complaint promptly, fairly, and professionally.

This procedure applies to all clients, residents, leaseholders, and third parties who wish to raise a formal complaint about any aspect of our service.

You can submit a complaint to us by any of the following methods:

• Email: Info@fourkey.co.uk — please mark your subject line "Formal Complaint"
• Phone: 020 8050 4444 — Monday to Friday, 9am to 5pm
• Post: Four Key Asset and Block Management Ltd, 105 St Pauls Road, Islington, London, N1 2NA

Please include your name, contact details, the address of the property concerned, a clear description of the issue, and any relevant dates or supporting documents.

We will acknowledge receipt of your complaint within 3 working days of receiving it.

A member of our team will investigate your complaint and aim to provide a full written response within 15 working days. If your complaint is complex and requires more time to investigate, we will write to inform you of the delay and give you an estimated date for our response.

If you are not satisfied with our Stage 1 response, you may request that your complaint be reviewed by a senior member of staff. Please write to us clearly stating that you wish to escalate your complaint and explaining why you remain dissatisfied.

We will acknowledge your escalation within 3 working days and provide a final written response within 15 working days of receiving your escalation request.

For reference, our target response times are:

• Acknowledgement of complaint: 3 working days
• Full Stage 1 response: 15 working days
• Escalation acknowledgement: 3 working days
• Final Stage 2 response: 15 working days

In exceptional circumstances we may need more time. We will always keep you informed of any delay.

We maintain a complaints register and review all complaints regularly to identify trends and improve our service. All complaint records are retained in accordance with our data retention policy and our obligations under UK GDPR.

If you have any questions about this procedure or would like guidance before making a formal complaint, please contact us:

• Email: Info@fourkey.co.uk
• Phone: 020 8050 4444
• Address: 105 St Pauls Road, Islington, London, N1 2NA