Complaints & Redress

Last updated: 10 September 2026

Complaints

We want to know when something has gone wrong. If you are unhappy with anything we have done — how we contacted you, how an introduction was handled, or anything else — please tell us, and we will look into it properly.

How to complain

Get in touch in whichever way is easiest:

Email: Inquiries@calbrahomes.com, with “Complaint” in the subject line
Phone: 020 3400 9890
Post: Calbra Sourcing Limited, 124 City Road, London, England, EC1V 2NX

Please tell us what happened, roughly when, who you dealt with if you know, and what you would like us to do to put it right. If you have any emails or messages that help explain it, send those too.

What happens next

Within 3 working days we will acknowledge your complaint and tell you who is handling it.
Within 15 working days we will investigate and send you a written response. If we need longer than that, we will tell you why and when you can expect a reply.
If you are not happy with our response, you can ask for it to be reviewed by a director. We will send you a final written response within a further 15 working days.

If you are still not satisfied

We are a member of the Property Redress Scheme, an independent redress scheme approved by government.

If you are unhappy with our final response, or if 8 weeks have passed since you first complained to us and the matter is still unresolved, you can refer your complaint to them. The Property Redress Scheme will look at it independently and its decision is binding on us.

Property Redress Scheme
Membership number: PRS060674
Website: propertyredress.co.uk
Phone: 0333 321 9418

Referrals must be made within 12 months of our final response.

Complaints about how we handle your data