KALMARs are committed to providing you with the highest quality service. However, we understand that sometimes things may not go according to plan. If you are unhappy with any aspect of our service, we want to hear about it.

Making a Complaint

There are a few ways you can make a complaint to us:

• In writing: You can write to the a Director or Manager, outlining your complaint clearly and concisely. Include any relevant dates, names and reference numbers.
• By email: You can email your complaint to the company manager or directors by sending an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
• By phone: You can call the a Director or Manager on 0207 403 0600

Our Complaints Procedure

• Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
• Investigation: We will investigate your complaint thoroughly. This may involve speaking to you and the relevant staff members.
• Response: We will send you a written response to your complaint within 15 working days. This will outline our findings and any proposed resolution.
• Escalation: If you are not satisfied with our response, you can escalate your complaint to the Managing Director by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or writing to 2 Shad Thames, SE1 2YU. We will then undertake a further investigation and provide you with a final response within 15 working days.

The Property Ombudsman

If you remain dissatisfied after our final response, you have the right to refer your complaint to The Property Ombudsman www.tpos.co.uk an independent review. You can contact them within 12 months of receiving our final viewpoint.

Further Information

• You can find more information about The Property Ombudsman's complaints procedure on their website www.tpos.co.uk.
• We are committed to resolving complaints fairly and promptly.

We appreciate your feedback and will use it to improve our services.