Can I escalate my complaint?

Yes. If you are not satisfied with the initial response from your building team, you can escalate your complaint in writing to the wider Morro team.

Before escalating, it helps to review the response you have received and be clear about what still feels unresolved. This gives the team the best chance to understand your concerns and look at the issue properly.

How to escalate

• Put your complaint in writing, including your name, apartment number and the original complaint details.
• Explain why you are not satisfied with the response you received.
• Include any supporting evidence, such as photos, emails, app messages or previous correspondence.
• Share the outcome you are looking for, so the team understands what would help resolve the issue.

You can escalate through bymorro.com or by emailing support@bymorro.com. Morro will acknowledge your escalated complaint within 3 working days.

If you remain unsatisfied after the internal complaints process has been completed, Morro will provide details of any relevant independent redress scheme or external route available at that stage.