Complaints procedure

MAPP is committed to providing our clients, occupiers and suppliers with the highest standard of service, but we understand at times that things can go wrong from time to time. If for any reason we have not met their expectations, please let us know as soon as possible by contacting a member of our staff or emailing the email address below.

MAPP aims to address all concerns raised by external parties in a prompt and efficient manner. In the event of a complaint, we will, where possible, resolve it within five working days of receipt. If for any reason we are unable to resolve the issue satisfactorily within this period, we will continue investigating the matter and will follow the below process

Making a complaint

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

• Date and time of the incident
• Location
• Description of the incident
• Any previous correspondence that could help us deal with the matter more efficiently

Managing your complaint 

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

If you are not satisfied with the response to your complaint, you can escalate it to our Head of Corporate Governance – 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 https://www.rics.org/fr/footer/contact-us/concerns/.