Complaints Policy

©2026 Common Purpose Community Limited

Last updated: February 2026

1. Purpose of this policy

We are committed to providing a high‑quality service. If something goes wrong, we want to know so we can put it right and improve our processes. This Complaints Policy explains how you can raise a concern and how we will handle it.

2. What counts as a complaint?

A complaint is any expression of dissatisfaction about:

  • our website

  • our services

  • our communication

  • the conduct of our staff or representatives

We take all complaints seriously.

3. How to make a complaint

You may submit a complaint in writing to our registered office:

Common Purpose Community Limited

71–75 Shelton Street, Covent Garden, London WC2H 9JQ

Or by email to founder@commonpurposeproperty.com

Please include:

  • your name and contact details

  • details of your complaint

  • any relevant documents or evidence

  • what outcome you are seeking

4. How we handle complaints

  1. Acknowledgement: We will acknowledge your complaint within 5 working days.

  2. Investigation: We will review the matter, gather relevant information, and may contact you for clarification.

  3. Response: We aim to provide a full written response within 30 days.

If more time is needed, we will let you know and explain why.

5. If you are not satisfied

If you are unhappy with our response, you may request an internal review.

A senior member of our team will reassess the complaint and issue a final response.

As we are not a regulated legal or financial services provider, there is no external ombudsman scheme applicable to our business.

However, you may seek independent advice at any time.

6. Recording and monitoring

We keep a record of all complaints to help us:

  • monitor service quality

  • identify recurring issues

  • improve our processes

All complaint data is handled in accordance with our Privacy Policy, Terms of Use and are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes.

Contact us for any questions about these Terms, contact Common Purpose Community Limited, 71–75 Shelton Street Covent Garden London WC2H 9JQ