Stage 1 - Internal Review

If you wish to make a complaint about any aspect of our service, please write to:

Complaints Officer
Bespoke Block Management Ltd:
Bespoke Block Management, 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, United Kingdom, W1T 6EB
Email: complaints@bespokeblockmanagement.com

Your complaint should include:

• Your full name and address

• The property or block name (if applicable)

• A clear description of your complaint and what outcome you are seeking

• Any relevant documents or evidence.

We will:

1. Acknowledge your complaint in writing within 5 working days of receipt.

2. Investigate the matter thoroughly and respond in writing within 15 working days of the acknowledgement.

3. If we are unable to respond fully within this timeframe, we will provide an update explaining the delay and a revised response date.

If you remain dissatisfied after receiving our Stage 1 response, you may request that your complaint is escalated to Stage 2.

Please note - We Will Not Tolerate Unreasonable or Abusive Behaviour

Bespoke Block Management Ltd is committed to dealing with complaints fairly and professionally. We will not tolerate abusive, threatening, defamatory, or unreasonable behaviour towards our staff or contractors.

Where such behaviour occurs, we reserve the right to restrict communication to written correspondence only or, in extreme cases, suspend engagement until conduct returns to an acceptable standard. This will not prevent a complainant from accessing independent redress through The Property Ombudsman.