How to raise a complaint and how The Femi Property Business handles it.
Responsible director and Complaints Officer: Femi Oyedeji.
We handle complaints fairly, promptly and without charge. This procedure covers our property sourcing, introductions, opportunity analysis, fees, refunds and communications. A complaint need not be labelled as such: an expression of dissatisfaction seeking a response or remedy will be considered under this procedure.
Address your complaint to Femi Oyedeji, Director and Complaints Officer.
Email: femi@thefemipropertybusiness.co.uk
Post: THE FEMI PROPERTY BUSINESS LTD, 147 Long Riding, Basildon, Essex, SS14 1QT.
Please explain what happened, the relevant dates or property/instruction reference, the outcome you seek and any supporting evidence. We also accept verbal complaints and will help record them in writing. Tell us if you need assistance, an accessible format or an authorised representative to act for you.
We will acknowledge your complaint in writing within three working days of receipt, summarise the concerns, identify the handler and explain the next steps. We will record the complaint, evidence, correspondence, deadlines, outcome and any remedy. Working days mean Monday to Friday, excluding public holidays in England and Wales.
We will review the relevant agreement, instructions, property information, criteria, reports, communications and payment records. We will seek further information only where needed and consider the evidence fairly. If unresolved, we will provide a progress update within fifteen working days, explaining any outstanding work and expected response date. Where the Director’s own work is disputed, we will consider appropriate external technical or professional input; our internal review is not independent redress.
We aim to provide a reasoned final written response as soon as possible and within eight weeks of receiving your complaint. It will explain our findings, reasons, any proposed remedy and implementation timescale, together with your independent redress options. If we cannot conclude within eight weeks, we will explain the delay and your right to approach Property Redress. We will not require you to wait longer for our process before doing so.
Where appropriate, remedies may include an explanation, apology, correction, continuation of agreed work or a refund. This process does not delay a refund already due under your contract or applicable law. Property suitability objections receive an initial written response within five working days; where they are also complaints, the three-working-day acknowledgement applies.
THE FEMI PROPERTY BUSINESS LTD is a member of Property Redress, membership number PRS061052. The current certificate covers 1 October 2026 to 30 September 2027.
If you remain dissatisfied or have received no response after allowing us up to eight weeks to resolve your written complaint, you may refer it to Property Redress free of charge. PRS may accept a complaint earlier where you have received our final response and remain unhappy, the matter is urgent, or we have not responded within a reasonable time. Acceptance is subject to PRS rules.
Your last communication with us relating to the issues must be within the twelve months before you raise the complaint with PRS. Supply your written complaint, our response if any, and supporting evidence. PRS determines whether a complaint falls within its remit.
Website: Property Redress consumer guidance
Email: info@propertyredress.co.uk
Telephone: 0333 321 9418
Post: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.
We will cooperate with PRS and comply with decisions binding on us under its rules. Your statutory rights and access to the courts remain unaffected.
We will record the final response, implementation of any remedy, any external referral and outstanding actions. We will handle complaint information securely in accordance with our privacy and retention arrangements, and review complaints to improve our service. We will review this procedure annually and sooner if our contact details or PRS requirements change.