Complaints Procedure

At Olivers Town, we are committed to providing a professional service to all our clients and customers.

When something goes wrong, we need you to tell us about it.

This will help us to improve our standards.


If you have a complaint, please put it in writing, it will be helpful for you to summarise the specific complaints/concerns you have and follow this with as much detail on each one. This way we can be sure to review and respond to all of your concerns.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).


Stage 1

please write/email:

Compliance Officer

Olivers Residential Ltd

189 Kentish Town Road, Kentish Town NW5 2JU

What will happen next?

  • We will acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure and a copy to the TPO Consumer Guide.
  • We will then investigate your complaint.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.


Stage 2

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place.

Please write/email to:

Oliver McHugh, Director

Olivers Residential Ltd

189 Kentish Town Road, Kentish Town NW5 2JU

  • {name} will write to you within 15 working days of receiving your request for a review and confirm our final viewpoint on the matter.


 Stage 3

  • If you are still not satisfied after the last stage of  our internal  complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire. SP1 2BP. Telephone 01722 333 306. Email:


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