Complaints Procedure

Your location Investigation
When you contact your resident host team by phone or in person, your complaint will be dealt with as effectively as possible and we will try to resolve issues at building level, involving the people who know you and your transaction best.

Logging your Complaint with our Membership Care Department
If you feel that your complaint has not been dealt with/resolved to your satisfaction, the Membership Care Department at our Head Office would like to know about it, so that we can ensure it is resolved in a timely manner.

Please write (by letter or email) outlining the specific details of your complaint to:

Apo Group Ltd
Membership Care Department
91 Wimpole Street


Regional Manager Review
On receipt of your letter of complaint, the Membership Care Department will acknowledge your letter within three working days. We will then ask the Regional Manager (for the Building involved) or the equivalent for support departments to investigate and respond to you within 15 working days from the date of receipt of your written complaint.

Final Senior Review
If you remain dissatisfied by the response received from the Regional Manager, a Final Senior Review can be conducted by a senior member of Head Office.

To request a Senior Final Review of your complaint, please write (by post or email) to the Membership Care Department highlighting the areas you feel have not been resolved.

We will acknowledge your letter or email within three working days and escalate your complaint to a senior member of Head Office who will then respond to you within 15 working days from the date of your written complaint.

Referral to Trade Organisations
We genuinely hope that all concerns can be settled amicably between us. However, if you remain dissatisfied you may seek redress through the Property Redress Scheme, who provides our residents with a free, independent service for dealing with unresolved disputes. The Property Redress Scheme will not consider your complaint until you have exhausted our internal procedure.

Any referral to the Property Redress Scheme must be made within 12 months of the date of our Senior Review letter. Their details are as follows: Property Redress Scheme Premiere House,1st Floor, Elstree Way, Borehamwood, WD6 1JH Tel: 0333 321 9418

Should you wish to discuss your complaint at any stage of the process, please call 0208 146 5160 and ask for the Apo Membership Care Department. A trading name of Apo Group Ltd, Registered Office Windover House, St. Ann Street, Salisbury, England, SP1 2DR registered in England Number 12376424