EPI Property Management

Complaints Policy

Last updated: March 2026

1. Our commitment

EPI Property Management (a trading name of Expat Property Investments Ltd) is committed to providing a high standard of service to landlords, tenants and other stakeholders. We are a member of the Property Redress Scheme (PRS), an approved redress scheme under the Enterprise and Regulatory Reform Act 2013. If you are dissatisfied with our service, we want to know about it and resolve the matter promptly and fairly.

2. Who can complain

This complaints procedure is available to anyone who has a direct relationship with EPI Property Management, including:

  • Landlords who have instructed us to manage their property
  • Tenants of properties we manage
  • Prospective landlords or tenants who have dealt with us
  • Any third party who has been directly affected by our services

3. How to make a complaint

You can raise a complaint by:

  • Email: hello@epipropertymanagement.com
  • Post: Complaints Department, EPI Property Management, 100 High Ash Drive, Leeds, LS17 8RE

Please include your full name, contact details, the property address (if applicable), and a clear description of the issue, including any relevant dates, documents or correspondence.

4. Our internal complaints procedure

Stage 1 — Acknowledgement: We will acknowledge your complaint in writing within 3 working days of receiving it. Your complaint will be assigned to a senior member of staff who was not directly involved in the matter.

Stage 2 — Investigation: We will investigate your complaint thoroughly and aim to provide a detailed written response within 15 working days. If we need more time, we will let you know, explain why, and provide a revised timescale.

Stage 3 — Resolution: Our response will set out our findings, whether we uphold the complaint, and any proposed resolution. If we have made an error, we will explain what went wrong and what steps we will take to put it right, including any offer of redress where appropriate.

5. Escalation — Stage 2 internal review

If you are not satisfied with our Stage 1 response, you may escalate your complaint by writing to the Managing Director at the address above within 10 working days of receiving our response. We will carry out a senior-level review and provide a final written response within a further 15 working days. This will be our final viewpoint on the matter.

6. External redress — Property Redress Scheme

If, after completing both stages of our internal complaints process, you remain dissatisfied, you have the right to refer your complaint to the Property Redress Scheme (PRS). You may also refer your complaint to the PRS if:

  • We have not resolved your complaint within 8 weeks of receiving it
  • We have issued our final viewpoint and you remain dissatisfied

The Property Redress Scheme provides a free, impartial and independent dispute resolution service. You must refer your complaint to the PRS within 12 months of our final response letter.

You can contact the Property Redress Scheme at:

  • Website: www.theprs.co.uk
  • Phone: 0333 321 9418
  • Email: info@theprs.co.uk
  • Post: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

The PRS can award compensation of up to £25,000 where they find that a member has failed to meet their obligations.

7. Keeping records

We maintain a central complaints log recording all complaints received, the actions taken, the outcome and any lessons learned. This log is reviewed regularly by senior management to identify patterns and drive improvements in our service.

8. Learning from complaints

We take all complaints seriously and use them as an opportunity to improve our services. Where a complaint identifies a systemic issue or training need, we will take appropriate steps to prevent recurrence.

9. Confidentiality

All complaints are handled confidentially. Information will only be disclosed to those who need to be involved in the investigation and resolution of the complaint, or where we are required to do so by law or by the Property Redress Scheme.