Complaints procedure
We take complaints seriously. Here is how we handle them, step by step.
1) Raise the issue with us first
Please email info@ekinpm.com with the subject “Complaint”. Include:
- Your name and contact details
- The property / project reference (if applicable)
- What happened and when
- What outcome you are seeking
- Any supporting documents (photos, emails, invoices, etc.)
2) Acknowledgement and investigation
We will acknowledge receipt and investigate. Where possible, we aim to provide a written response within 4 weeks. If the matter is complex, we will explain what additional time is needed and keep you updated.
3) If you remain dissatisfied
If you are not satisfied with our final response—or if 8 weeks have passed since you first raised the complaint—you may be able to escalate to an independent redress scheme.
Our redress registration is shown in the website footer and will be updated with the active scheme details once confirmed.
4) Records
We keep a record of complaints and outcomes to improve our service and meet regulatory expectations.
Need help?
If you are unsure how to submit a complaint, contact us at info@ekinpm.com. For urgent safety-related issues, call 07762530711.
Last updated: 2026-01-29. This procedure may be refined as our registrations and portal go live.