Complaints Procedure
If you are dissatisfied with Montclare’s service, please tell the Private Office so the concern can be recorded and reviewed.
How to raise a concern
Use the Contact the Private Office form and select Complaint, or write to Montclare — Complaints, Stratos Holdings Ltd, Suite Ra01 195-197 Wood Street, London, United Kingdom, E17 3NU. Include your name, a contact address, any application or property reference, what happened and the outcome you are seeking. Avoid sending unnecessary sensitive documents.
How your complaint is considered
We record the concern, review the relevant correspondence and information, and respond using the contact details you provide. We may ask for further details to understand the matter. If more time is needed, we will explain the next step. If you disagree with the response, reply with the points you believe remain unresolved and request a further review.
Partner services
A complaint about a service delivered by a separately appointed firm may need to be raised through that firm’s complaints procedure. We can help identify the relevant contact. This does not remove Montclare’s responsibility for its own introduction service.
Your other rights
This process does not limit your statutory rights or your ability to seek independent advice. Data-protection concerns may be raised with the Information Commissioner’s Office. Any redress scheme applicable to a separately appointed firm should be stated in that firm’s service information.