Complaints Procedure
We aim to provide a high standard of service to every landlord, tenant and seller we work with. If we fall short, we want to know — and we have a clear procedure for putting it right.
Last updated: June 2026
Step 1 — Tell us
Please put your complaint in writing to theteam@ekkolondon.co.uk, or by post to:
Complaints — Ekko London Limited32-34 Station Road, Manor Park, London, E12 5BT, United Kingdom
Please include your name, the property concerned, and a clear summary of the issue.
Step 2 — Acknowledgement
We will acknowledge your complaint within 3 working days of receipt and let you know who is dealing with it.
Step 3 — Investigation
We will investigate fully and provide a formal written response within 15 working days. If we need longer for any reason, we will tell you and give a revised timeline.
Step 4 — Final response
If you are not satisfied with our initial response, you can ask for the matter to be reviewed by a senior member of the team, who will issue our final viewpoint letter within 15 working days.
Step 5 — Independent redress
If you remain dissatisfied after our final response — or if eight weeks pass without resolution — you can refer your complaint to our redress scheme:
The Property Redress SchemePremiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
https://www.theprs.co.uk/
Our membership number is PRS015905.