Introduction At East Block Group Limited, we are committed to providing excellent service to all our clients. However, we understand that there may be times when you are dissatisfied with the service you have received. In such cases, we encourage you to raise your concerns with us so that we can address them promptly and effectively. This procedure sets out the steps you should take if you wish to make a complaint about any aspect of our service. How to Make a Complaint You can make a complaint by contacting us in any of the following ways: By telephone: 01206 646 200 By email: enquiries@eastblockgroup.co.uk In writing: 22 Mayfly Way, Old Ipswich Road, Colchester, C07 7WX When making a complaint, please provide us with as much information as possible about the issue you are concerned about. This will help us to understand the nature of the problem and respond to it more effectively. Initial Response Upon receiving your complaint, we will acknowledge it within 5 working days. We will aim to provide a full response to your complaint within 28 working days of receiving it. If we are unable to provide a full response within this timeframe, we will inform you of the reasons for the delay and provide you with an estimated timescale for when you can expect a response. Investigating Your Complaint We will investigate your complaint thoroughly and impartially. We may need to contact you for further information or to arrange a visit to your property if necessary. We will keep you informed of the progress of our investigation and provide you with regular updates. Our Response Once we have completed our investigation, we will provide you with a full response to your complaint. If we find that we have made a mistake, we will apologize and take appropriate steps to rectify the situation. If we find that we have not made a mistake, we will explain our decision and provide you with our reasons for it. Escalation If you are not satisfied with our response, you may escalate your complaint to a more senior member of staff within the company. They will review your complaint and provide you with a response within 10 working days. Alternative Dispute Resolution If you are still not satisfied with our response, you may wish to pursue alternative dispute resolution options such as mediation or arbitration. We will provide you with information about these options if you request it. Further Steps If you remain dissatisfied with the outcome of your complaint, you may wish to take further steps such as contacting the Property Ombudsman or seeking legal advice. We will provide you with information about these options if you request it.

Ground rent is a regular payment made by the leaseholder (the person who owns a flat on a lease) to the freeholder (the person who owns the land the block is built on). The service charge demand should not include ground rent which will be invoiced separately, either by the freeholder or the management company if they are required under the terms of the Lease to do so.