Last updated 14/07/2026
Step 1 — Tell the person handling your business
Most issues are resolved fastest by the negotiator or property manager you’ve been dealing with. Raise it by phone on 01782 444 210, in branch, or by email — they will acknowledge it within 3 working days and aim to resolve it on the spot.
Step 2 — Formal complaint to the director
If you’re not satisfied, put your complaint in writing to the Director, Keyfold Ltd, Churchill House, Regent Road, Stoke-on-Trent ST1 3JJ, or email hello@keyfold.co.ukwith “Formal complaint” in the subject line. We will:
- acknowledge your complaint in writing within 3 working days of receiving it;
- investigate it and send you a formal written outcome within 15 working days;
- if you remain unhappy, conduct a separate senior review and send you our final viewpoint letter within a further 15 working days.
Step 3 — The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter (or more than 8 weeks have passed since your formal complaint), you can refer the matter free of charge to The Property Ombudsman, of which we are a member:
The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP · www.tpos.co.uk · 01722 333 306
You must refer your complaint to the Ombudsman within 12 months of the date of our final viewpoint letter. The Ombudsman requires that you have first completed our in-house procedure above.
Client money
Client money held by Keyfold Ltd is protected by Client Money Protect. Our CMP certificate is available on request and in branch.