Last updated: 20 August 2026
Khalbros (“KHALBROS”) has a complaints procedure and a complaints registration system. The complaints procedure oversees the handling of all types of complaints, both internally and externally, received by KHALBROS. The complaints registration system supports this procedure.
We work on the principle that complaints are handled confidentially, and that people are only made aware of the complaint or its existence if their position makes this desirable or necessary.
The following subjects are dealt with in more detail in this Complaints Policy:
Purpose
Definition of a complaint
Obligation to report
Handling and settlement of external complaints
Handling and settlement of internal complaints
Urgent complaints
Supervision and management
Tenant and tenancy complaints
Block management complaints
The purpose of the complaints procedure is to gain an understanding of the nature, extent and possible resolution of complaints about KHALBROS, so that adequate measures can be taken where necessary to reach an agreement to settle the complaint and prevent its recurrence in the future.
A distinction is made between internal and external complaints.
An internal complaint is a non-personal, written expression of dissatisfaction, including by email, by a staff member of KHALBROS about a specific process or a specific action or omission on the part of KHALBROS.
External complaints concern any written expression of dissatisfaction, including by email, by a customer or business contact about any action or omission on the part of KHALBROS, its staff, or one of its contracted subcontractors.
A complaint made by telephone or communicated orally is not considered a formal complaint. The staff member to whom the complaint is expressed will explain to the complainant that, if they wish to submit a formal complaint, this can be done in writing.
In accordance with this Complaints Policy, every KHALBROS staff member must report external complaints to their immediate superior.
They will ensure this is done immediately after receipt of the complaint. The registration and settlement of complaints are discussed in more detail under Section 2.
External complaints can be emailed to complaints@khalbros.co.uk or sent by post to:
KHALBROS Group
20 York Place
Leeds
LS1 2EX
The complaint is received by KHALBROS and is forwarded to the relevant business unit.
The relevant business unit confirms receipt of the complaint within two working days, stating who will handle it.
If the complaint relates to a matter which is already being handled by solicitors or alternative dispute resolution (“ADR”) settlement schemes, you will be advised of this and asked to redirect your correspondence where appropriate. The complaints process for such matters will end here.
A copy of the complaint is sent to the person handling the complaint, who must respond to the complaint in writing within 15 working days.
A copy of this response must be sent to the Compliance department.
If no reply is received from the complainant within five working days of the dispatch of the written response, the complaint will be considered settled.
The person handling the complaint archives the letter of complaint in the relevant complainant's file. The Compliance department will also archive a copy of the correspondence.
The internal complaint must be submitted in writing by the staff member to their immediate superior.
If, for whatever reason, this is not possible, the complaint can be submitted to General Management.
The complaint is handled by the Compliance department, which brings the complaint to the attention of the person within KHALBROS responsible for resolving the complaint.
If a complaint has to be resolved urgently, the person receiving the complaint is responsible for ensuring its timely settlement.
KHALBROS Management is responsible for supervising compliance with the complaints procedure.
The data concerning the complaint are kept by the person handling the complaint for a period of at least one year after it has been settled.
After receiving our response, if you feel your complaint has not been fully addressed, we would advise that you contact our independent redress scheme.
We are members of Propertymark. If you feel your complaint has not been satisfactorily dealt with by KHALBROS and the relevant redress process, you can submit your complaint to Propertymark.
Propertymark provides a complaints process for complaints against its members where there is evidence that an agent has breached its Conduct and Membership Rules. Examples include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.
Further information and a complaints form can be obtained from the Propertymark website.
Propertymark
Telephone: 01926 496791
Email: complaints@propertymark.co.uk
After receiving our response, if you feel your complaint has not been fully addressed, we would advise that you contact the Property Institute.
Further information regarding the Property Institute's complaints process can be obtained directly from the organisation.
If you have any questions about this Complaints Policy or wish to make a complaint, please contact us:
Khalbros Management Ltd
20 York Place
Leeds
LS1 2EX
Email: complaints@khalbros.co.uk
Website: www.khalbros.co.uk