Legal & Complaints

We take every concern seriously. If any part of our service has fallen short, tell us and we will investigate it properly, in writing, to a published timetable. Complaints are handled by Ekaterina Uvarova personally.

1. Put your complaint in writing

   Email us at kate@primelegacyhomes.co.uk, or write to our registered office at 71-75 Shelton Street, London WC2H 9JQ. Please set out what happened, when it happened, and the outcome you are looking for, and include any correspondence or property reference that will help us trace the matter.

2. We acknowledge within 3 working days

   You will receive a written acknowledgement within three working days, confirming that your complaint has been logged, who is dealing with it, and what we will do next.

3. Full written response within 15 working days

   Ekaterina Uvarova will review the file personally and send you a full written response within fifteen working days of our acknowledgement, setting out our findings, the reasoning behind them, and any redress we propose. If the matter is unusually complex, we will write to you before that deadline to explain why and to give you a revised date.

4. If you are still not satisfied

   Write to us again and we will carry out a final review. We will then issue a final written response — a letter of deadlock — confirming our position and closing our internal process.

A property description should let you decide whether to spend your time and money on a viewing without having to guess at the basics. We aim to state the material facts up front on every listing, and to say plainly when a fact is not yet known rather than leave a gap you might read as reassurance.

On each property we set out, so far as it is available to us:

• Tenure — and, for a leasehold, the unexpired term, the ground rent, the service charge, and any review or escalation we have been told about.
• Price, and the basis on which it is quoted, together with our own fees and any commission or referral arrangement that could affect what you pay.
• Council tax band and the EPC rating, where an EPC is required for the property.
• Known matters that materially affect value or enjoyment: flood risk, building safety or cladding issues, restrictive covenants, rights of way, non-standard construction, and any dispute we are aware of.
• The marketing status of the property — available, under offer, or offered off-market — and any chain or timing constraint the seller has disclosed.

This commitment reflects the standards the law sets for dealings with consumers:

• the Digital Markets, Competition and Consumers Act 2024, sections 225 to 230, which prohibit misleading actions and misleading omissions — including omitting or obscuring material information an average consumer needs to make an informed decision;
• the Consumer Rights Act 2015, sections 83 to 88, which require property agents to publish their fees and charges transparently, together with the redress and client money protection information those sections call for.

Ask us for anything that is missing

If something you need is not on the listing, ask. Write to kate@primelegacyhomes.co.uk and we will tell you what we know, source it from the seller where we can, or tell you plainly that it is unknown and how it can be established before you commit.

Prime Legacy Homes is a trading name of KATE.UVR LTD. Our registered particulars are:

Registered company name

KATE.UVR LTD

Trading name

Prime Legacy Homes

Company number

15384724

Place of registration

England and Wales

Registered office

71-75 Shelton Street, London WC2H 9JQ, United Kingdom

Responsible principal

Ekaterina Uvarova

Email

kate@primelegacyhomes.co.uk

Telephone

+44 7551 164947

Our other published terms sit alongside this page:

• Privacy Policy

  How we collect, use and safeguard your personal information.

• Terms of Service

  The terms on which we provide this website and our advisory services.