Complaints Procedure

Complaints Procedure

At MAPP, we do our very best to provide excellent service to all our customers and clients, however we appreciate that sometimes we may fall short of your expectations. Where this happens we will do our best to resolve the situation as quickly as possible. We periodically review all our complaints to ensure that we learn from them.

Making a complaint

By mail:

MAPP, 4th Floor,

180 Great Portland Street,

London, W1W 5QZ.

By email:

[email protected]

MAPP team member:     

By speaking with your usual contact,

Facilities Manager or Surveyor

By phone: 

MAPP Service Desk 

0800 389 0100

Please help us to investigate by providing as much information as possible including:

  • time of incident;
  • location;
  • any previous correspondence that could help us deal with the matter more efficiently;
  • preferred method of contact.


Managing your complaint 

We expect to provide an initial response within three working days of receipt. Some situations are more complicated than others, but generally we will aim to respond more comprehensively within 10 working days.


If you are not satisfied with the response to your complaint, you can escalate your complaint to our Managing Director – using the contact details [email protected]


If our responses still fall short of your expectations, you can also escalate to RICS.

Details can be found on the following web page