Complaints procedure

OGK International Real Estate Ltd trades as OGKinvest, Company No. 16074809. This procedure explains how to complain about our service. We do not hold client money.

How to complain

Please email hello@ogkinvest.co.uk, or write to: Complaints, OGK International Real Estate Ltd, 32-33 Upper Street, London N1 0PN. Mark your message “Complaint” to help us identify it.

Please include your name and reply details, what happened and when, any relevant property or service reference, copies of supporting correspondence, and the outcome you would like. Keep copies of what you send. You do not need to send original documents.

You may complain in English or Turkish. If you need help putting your complaint in writing or need an adjustment to this process, please tell us. We will discuss how we can help. A missing reference or subject line will not prevent us from considering your concerns.

Our response

We will acknowledge your written complaint within 3 working days of receiving it. We will tell you who is handling it and provide a copy of this procedure, including how to contact Property Redress.

Our director will review your concerns and the relevant records, and may ask you for further information. We aim to send a full written response within 10 working days of sending our acknowledgement. If we need longer, we will explain why and give you an expected response date.

We will send our final written response no later than 8 weeks after receiving your written complaint. It will explain our decision on each issue, the reasons, and any action we offer and when we will take it. It will clearly state that our internal process is complete and explain your option to contact Property Redress. If we have not issued a final response by eight weeks, we will write to explain the delay and remind you that you can refer the complaint without waiting for us.

Working days are Monday to Friday, excluding public holidays in England and Wales. The eight-week period runs from receipt of your original written complaint; requests for further information do not restart it.

If you remain dissatisfied

We are a member of the Property Redress Scheme, now branded Property Redress, membership number PRS060560. Its complaint service is independent and free for consumers.

You can refer your complaint after our final response if you remain dissatisfied, or once eight weeks have passed without a satisfactory resolution. Property Redress may also accept an earlier complaint if it needs urgent resolution or we have not responded within a reasonable time. Property Redress decides whether a complaint meets its acceptance conditions.

Refer your complaint within 12 months of your last communication with us about the issues. Keep your dated correspondence and our responses as evidence.

Use the complaint form linked from the Property Redress consumer page. For help or a postal application, contact:

• Email: info@propertyredress.co.uk.
• Telephone: 0333 321 9418.
• Post: Property Redress, Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.

Personal data complaints

You can also complain about our handling of your personal data to the Information Commissioner’s Office (ICO). The PRS time limits above do not govern ICO complaints.