How does the complaints process work?

Morro’s complaints process is designed to be clear, calm and easy to follow.

Step 1: Raise it with your General Manager

Start by contacting the General Manager at your building. You can do this in person or in writing, including by email or through the Morro App. The team will acknowledge your complaint and aim to come back to you with an initial response within 5 working days.

Step 2: Escalate if needed

If you are not satisfied with the outcome, you can escalate your complaint in writing to the wider Morro team. You can do this through bymorro.com or by emailing support@bymorro.com.

Step 3: We’ll acknowledge the escalation

Morro will acknowledge your escalated complaint within 3 working days, so you know it has been received and is being reviewed.

Step 4: We’ll work towards a full response

The team will aim to respond fully as quickly as possible. Some complaints need more investigation, and in those cases a full response may take up to 4 weeks.

You can find the full complaints policy in the Morro App and on bymorro.com.