Complaints procedure

Last updated: 21 October 2026

Our commitment

We aim to give every client the highest standard of service. If you're unhappy with any part of it, please tell us. We'll treat your complaint seriously, deal with it fairly and keep you informed at every stage. Making a complaint is free and won't affect the way we treat you.

Makan Real Estate Ltd is a member of the Property Redress Scheme (membership number PRS057583), an independent redress scheme for estate agents approved by the government.

Before you make a formal complaint

Many concerns can be resolved quickly by talking to us. Call or WhatsApp us on +44 7902 664953 or email contact@makanrealestate.co.uk. If that doesn't resolve things, or you'd prefer to go straight to a formal complaint, follow the steps below.

Stage 1: Tell us about your complaint

Please put your complaint in writing so we have a clear record of it:

Please include your name, contact details and the property address. Tell us what went wrong, when it happened and what you'd like us to do to put it right. Copies of any relevant documents or messages help us look into it quickly.

• We'll acknowledge your complaint in writing within 3 working days of receiving it.
• Our director, Ali Khalid, will investigate it in full, looking at our records and speaking to anyone involved.
• We'll send you a full written response within 15 working days of our acknowledgement. If we need longer, we'll explain why and tell you when you can expect our response.

Stage 2: Ask for a review

If you're not satisfied with our response, write to us within 14 days explaining why, and we'll review your complaint afresh. Where your complaint concerns our director personally, the review will be carried out by an independent person we appoint.

• We'll acknowledge your request within 3 working days.
• We'll send you our final written response, setting out our conclusions and any action we'll take, within 15 working days of that acknowledgement.

Stage 3: The Property Redress Scheme

If you're still unhappy after our final response, or if 8 weeks have passed since you first complained in writing and the matter isn't resolved, you can ask the Property Redress Scheme to review your complaint independently. The service is free for you.

You'll need to contact them within 12 months of your last communication with us about the complaint. They can only look at complaints that have been through our procedure first.

Complaints about personal data

If your complaint is about how we've handled your personal information, our privacy policy explains your rights, including your right to complain to the Information Commissioner's Office.

How we learn from complaints

We keep a record of every complaint and how it was resolved, and we review them regularly so we can improve our service.