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Complaints Procedure

How to raise a concern with MSA Group, our response timeframes, and your right to escalate.

Last updated: May 2026

1. Our approach to complaints

MSA Group Limited takes complaints seriously. If you believe we have fallen short — in service, communication, conduct, or any other respect — we want to hear from you. We treat complaints as a chance to learn and improve, not as something to be defended against.

Every complaint is acknowledged, investigated by someone independent of the original matter where possible, and answered in writing.

2. Who this covers

This procedure applies to any complaint about MSA Group Limited or any of its trading entities:

  • MSA Realty — property development, refurbishment, lettings, and portfolio management
  • MSA Consulting — strategy, government contracts, technology & AI, and investment research
  • MSA Capital — investment activity and co-investment relationships

If you are a tenant of an MSA Realty property, an MSA Consulting client, an MSA Capital co-investor, or any other party who has dealt with us, you may use this procedure.

3. How to raise a complaint

You can raise a complaint by any of the following channels. We treat all of them equally seriously.

Email (preferred)

enquiries@msagrp.co.uk

Subject: "Formal complaint"

Post

Managing Director, MSA Group Limited

3rd Floor, 86–90 Paul Street, London EC2A 4NE

To help us investigate properly, please include:

  • Your name, contact details, and (if relevant) the company you represent
  • Which part of MSA Group your complaint concerns (Realty, Consulting, Capital, or the group itself)
  • A clear description of the issue and when it occurred
  • Names of any MSA Group people involved, if you know them
  • What outcome you would consider a reasonable resolution
  • Copies of any relevant correspondence or documents (if available)

4. Our response timeline

We follow a clear, predictable timeline:

Within 2 working days
We acknowledge your complaint in writing, confirm we've received it, and tell you who will be investigating.
Within 10 working days
For straightforward complaints, we provide a substantive written response — including our findings, what we'll do, and how we'll prevent a recurrence.
Within 30 working days
For more complex matters, we provide a full final response. If we genuinely need longer, we'll tell you why and give a clear new timeline.
Beyond 8 weeks
If we have not been able to resolve your complaint within 8 weeks, you may have the right to escalate to an external body (see section 6).

5. What our response will cover

A full response from us will:

  • Summarise what you complained about
  • Explain what we investigated and how
  • Set out our findings — clearly, in plain English
  • Acknowledge where we got things wrong, if we did
  • Tell you what we'll do as a result (including any redress, refund, or correction)
  • Tell you what you can do if you're not satisfied with our response

6. If you're not satisfied — escalation

If our final response doesn't resolve the matter to your satisfaction, you may have the right to take it further. Where you escalate to depends on the nature of the complaint:

  • Data protection / privacy — Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint · Helpline: 0303 123 1113
  • Property letting (England) — depending on the issue, you may approach The Property Ombudsman or the Property Redress Scheme. We will tell you which (if any) applies to your specific arrangement.
  • Investment-related — MSA Capital is not FCA-regulated, so the Financial Ombudsman Service is not available. Disputes are governed by contract and resolved through the courts of England & Wales. We will always work with you to find a sensible resolution before that becomes necessary.
  • General — Trading Standards (via Citizens Advice consumer helpline: 0808 223 1133) or, ultimately, the courts.

7. Anonymity and confidentiality

We will treat your complaint confidentially. We share details only with people who genuinely need to know in order to investigate. We will never disclose your complaint outside MSA Group without your consent, unless required by law.

You can also use our whistleblowing channel if you wish to raise a concern about wrongdoing rather than a personal grievance — see the Modern Slavery Statement for details of our Whistleblowing Policy.

8. Our standards

You can expect us to:

  • Treat you with courtesy and respect
  • Take your complaint seriously, however small it seems
  • Investigate fairly and impartially
  • Communicate clearly, honestly, and in plain English
  • Keep you updated if our investigation takes longer than expected
  • Use what we learn to improve our practices

9. Updates

This procedure is reviewed at least annually. The "Last updated" date at the top tells you when it was most recently changed.

We want to know. A complaint, properly raised, is a gift to the business — it tells us where to focus. Please don't hesitate. Email enquiries@msagrp.co.uk.