Customer Feedback

Dear Customer,

We always strive to provide you with an exceptional experience based around our company value of Customer Focus. However, we realise that on occasion we don’t always get it right. It is essential that we continue to grow and constantly improve, you can help us by providing feedback on our services.

We want to hear from you – positive feedback or areas where we can improve. We will listen, respond and use your feedback to improve our service. We have put together a simple four-staged process designed to make it easy for you to tell us where we fail to meet your expectations. If you feel that an issue has not been resolved satisfactorily or fairly through your usual point of contact and would like to make a formal complaint, please find our process below. 

Tim Hutchen – Head of Central London


We undertake the following procedure in handling your complaint or feedback:

Stage 1

Please email us at
or send a letter to
JLL | 7 Air Street | London W1B 5AD
and mark the matter ‘Formal Complaint’. Where possible please enclose copies of correspondence relevant to the issue.

Stage 2

We will acknowledge
receipt, of your emailed or written correspondence,
within one working day.
We commit to providing
you with a response
outlining our next steps
to try to rectify the issue within five working days.

Stage 3

In some circumstances
we will need further
technical advice, this may necessitate additional time. In these instances, we will keep you regularly updated until the issue is resolved to your satisfaction.

Stage 4

If we are unable to resolve your complaint to your satisfaction it will be escalated to The Crown Estate who will work with you to find a solution. If at the end of our process you are still not satisfied you have the right to contact the property regulation agency, The Property Ombusdman.

For any questions or assistance, please contact our Customer Operations Team.





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