Complaints Procedure

Jus Havens Ltd is committed to providing a professional, transparent, and high-quality service. If you are dissatisfied with any aspect of our service, we want to hear from you and resolve your concern as quickly and fairly as possible.

In the first instance, please contact us directly to explain your concern. We will acknowledge your complaint within 3 working days and aim to provide a full response within 15 working days.

You can reach us by:

• Email: complaints@jushavens.com
• Post: Jus Havens Ltd, 214 Second Floor, High Street, Hounslow, TW3 1HB, UK

Please include your full name, contact details, a description of the issue, and the outcome you are seeking.

If you are not satisfied with our initial response, you may request that your complaint be escalated for an internal review. We will acknowledge your escalation request and provide a final written response within 30 working days of your original complaint.

If you remain dissatisfied after exhausting our internal process, you may have the right to refer your complaint to an appropriate external body. Where applicable, this may include:

• The Property Ombudsman (TPO) — for property-related disputes
• The Information Commissioner's Office (ICO) — for data protection concerns

Details of applicable redress schemes will be provided in our final written response.

We maintain a record of all complaints received and our responses. This information may be used internally to improve our services.