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complaints procedure

when things go wrong

If something has gone wrong and you’re not happy, we really appreciate you telling us, so that we can try to fix it.

Under the RICS Rules of Conduct, we are required to have an open and clear complaints procedure, so that you know how we will handle your feedback.

our complaints procedure

general complaints

stage 1 – initial stage

1.1  We have appointed Jess Parmar to deal with complaints. She is based full time at our office in Elstree. If you have a question, or would like to make a complaint please do not hesitate to contact her.

We are happy to discuss your concerns initially by phone (please call 0208 236 1270), but if you wish to make a formal complaint then we would also ask you to put this in writing to:

Jess Parmar
Chief Operations Officer

PBM Limited
395 Centennial Park
Centennial Avenue

1.2  Once we receive your written complaint, Jess (or a nominated senior manager) will log the complaint and contact you to acknowledge receipt. This normally happens within 10 days of receiving your letter.

We’ll confirm our understanding of your case and invite you to make any further comments relevant to the case. Jess will also inform the senior managers at pbm and, if necessary, our professional indemnity insurers. We will then investigate the issues you raise.

1.3  Normally, within 28 days of receiving your initial written complaint, Jess will then write to you, letting you know the outcome of our internal investigations and outlining the actions we have taken, or will take next.

1.4  Once resolved, the complaint is closed and any lessons learned will be shared and discussed with our employees.

1.5 If you are still not satisfied after the last stage of the in-house 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 (Property Redress Scheme) without charge.  Please see Stage 2 below.


Stage 2 – redress mechanism

If you are not happy with how your complaint is handled, then the following options for independent review or arbitration are available. This is not an exhaustive list, but these are the schemes that are approved by RICS.

2.1 Consumer complaint
Where the complaint is made by a consumer (a person acting outside the course of any business of his, or a person to whom a duty of care is owed), then the redress mechanism is free. Please contact the Property Redress Scheme.

Write to: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.
Phone: 0333 321 9418

2.2 Business complaint

Where the complaint is made by or on behalf of a business, we would refer the matter to arbitrators selected via RIBA, RICS or the CIA.

If you need more information about dispute resolution, or want to clarification on your rights or the process outside of our complaints procedure, please visit or contact the RICS Dispute Resolution Service on 0207 334 3806 or email

building safety complaints

The Building Safety Act 2022 states a “relevant complaint” about building safety may relate to:

  • A building safety risk to a specific building
  • The performance of an Accountable Person in fulfilling their duties under the Building Safety Act


pbm property management have a formal complaints process accessible to anyone dissatisfied with the quality of service, actions, or inaction by the organisation, its staff, or representatives, affecting residents.

Our full procedure can be found at:

Complaints related to building safety can be submitted in accordance with pbm property management Complaints Procedure , which will apply the first two stages (outlined in the Resident Engagement Plan), allowing residents to challenge decisions and provide feedback during investigations. We will advise residents of expected timeframes for handling and investigating complaints.

If a resident remains unsatisfied after Stage 2, they can escalate the complaint to the Building Safety Regulator.

Building Safety Complaint

If you wish to submit a formal building safety complaint as a resident, please contact:

Anna Scott
Head of Technical Services
pbm property management
395 Centennial Park
Centennial Avenue
Herts WD6 3TJ

Or telephone on 0208 236 1270

  • Upon receiving your complaint, we will promptly log it and acknowledge receipt within 10 days. We’ll ensure a thorough understanding of your case, invite further relevant comments, and notify senior managers at PBM. An investigation into the raised issues will then commence.
  • Within 28 days of receiving your initial complaint, we will respond, outlining the results of our internal investigations and any planned


The Building Safety Regulator

If as a resident you remain unsatisfied after stage two, you can escalate the complaint to the Building Safety Regulator by either:

  • Telephoning 0300 790 6787 (Monday to Friday, 8:30am to 5pm, except on Wednesdays when they are open from 10am to 5pm)
  • Filling in the form on their website


Engagement with regulatory bodies

We are committed to transparency and openness with our residents, regarding any enforcement actions taken by regulatory bodies concerning building safety issues, such as the Building Safety Regulator and Fire and Rescue Services. All necessary building safety information will be prominently displayed in each building to ensure clarity and easy comprehension.

Utilising, the engagement and communication plans for each building, we will actively involve residents in addressing any additional building safety concerns flagged by regulatory bodies. We pledge to provide clear updates on any necessary actions to enhance building safety, along with our progress in implementing these measures

PBM 2019 | T: 020 8236 1270