1. Does this policy apply to you?

Our commercial leasing framework is available to everyday enterprises, commercial tenants, occupying sub-tenants and remote non-occupying master tenants.

• Equal treatment: P2P treats all complainants equally and investigates every issue impartially.
• Master tenant status: All clients are contractual master tenants holding standard commercial lease agreements rather than equity investors or shareholders.

2. How can you make a complaint?

You can lodge a complaint free of charge through any official channel — email, letter, phone, WhatsApp, or in person at our physical offices.

Company Name	P2P Properties Limited
Primary Financial Node	Bank of Africa Uganda Corporate Account
Email Address	info@p2ppropertieslimited.com
WhatsApp	+256-740-796-601
Phone Numbers	+256-200-924-922 · +256-200-924-923
Physical Address	Wakaliga, Opp Veterans Market, Rubaga, Kampala, Uganda
Postal Address	P.O. Box 211311 Kampala

3. What happens once we receive your complaint?

1. Initial review: Your complaint is reviewed by our Legal and Compliance Department as soon as possible. If the compliance officer is directly involved in the matter, it is escalated to an impartial member of senior management.
2. Written acknowledgment: We promptly acknowledge receipt in writing, providing the name and title of the person handling your case and enclosing a copy of this policy.

4. Investigating and resolving your complaint

P2P investigates competently, diligently and impartially to determine whether the complaint should be upheld and what remedial action or redress is appropriate.

Redress & compensation: Where redress is appropriate, we aim to provide fair compensation or administrative correction for acts or omissions for which P2P is responsible. Upon your acceptance, compensation or adjustment is processed promptly via corporate bank transfer through Bank of Africa Uganda.

5. Our timetable for responding to you

• Quick resolution: If the issue is resolved quickly, we send a Summary Resolution Communication confirming the matter is considered closed.
• Standard resolution (within 30 days): If further investigation is required, we provide a full final response — or a written update explaining the delay and an expected completion date — within 30 days.

6. Closing complaints

A complaint is regarded as closed:

• once P2P has issued a final written response;

• when you confirm in writing that you accept an earlier response or proposed resolution; or
• when both parties execute a mutually signed settlement or dispute resolution agreement.