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STREAM

Legal document

Complaints

If we have got something wrong we want to hear it, and we would rather fix it than have you take it elsewhere. This is how.

Last updated 8 September 2026

Tell us first

Write to info@streampropertygroup.co.uk or to Stream Property Group Ltd, Unit 12 Manston Industrial Park, Manston, Ramsgate, CT12 5GT. Please include:

  • Your name and the best way to reach you.
  • The deal reference, if it concerns a particular deal.
  • What happened, and when.
  • What you would like us to do about it.

What happens next

  • Within 3 working days we will acknowledge your complaint in writing and tell you who is handling it.
  • Within 15 working days we will send you a full written response setting out what we found, what we are doing, and why.
  • If we need longer — because a third party is involved, for instance — we will tell you before that deadline, explain why, and give you a new date no later than 8 weeks from your complaint.

Our written response is our final answer. If you disagree with it, tell us and we will review it once more before you escalate.

If we do not resolve it

If you are still unhappy after our final response, or if 8 weeks have passed without one, you can refer the complaint to the Property Redress Scheme, of which Stream Property Group Ltd is a member. Our membership number is PRS038390. You do not need our permission to go to them, and you should not let us talk you out of it.

Start a complaint with them at portal.propertyredress.co.uk/Complain, or find their current contact details at propertyredress.co.uk.

Referrals are usually free to you and must normally be made within 12 months of our final response. The scheme will ask to see our final response, so keep it.

Complaints about your data

If your complaint is about how we have handled your personal information, please see our privacy notice. You can raise it with us the same way, and you also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

We keep a record

Every complaint is logged with what was raised, what we decided and what we changed. We do that because a complaint nobody records is a complaint nobody learns from, and because our redress scheme can ask to see it.