COMPLAINTS HANDLING POLICY
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
How to Complain
If you have initially made your complaint verbally – whether face-to-face or over the phone – please also make it in writing, addressed to the above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
We will acknowledge the complaint within 3 working days and will consider your complaint as quickly as possible. We will provide you with a full written response to your complaint within 15 working days.*
What happens next
If you are happy with the outcome of the investigation into your complaint, the matter will conclude.
If you remain unhappy with the outcome you should advise us in writing explaining why you remain dissatisfied. We will acknowledge the complaint within 3 working days. A senior member of staff not directly involved in the matter will review the complaint again and provide you with a written outcome within 15 working days* which will indicate our final viewpoint of the complaint.
All complaint responses considered to be final, will include details of how to refer the matter to The Property Ombudsman, noting that any such referral must be made within 12 months of our final view correspondence.
If we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is The Property Ombudsman, noting that any such referral must be made within 12 months of our final view correspondence.
* If there are mitigating circumstances for not being able to meet our aim to effectively respond and resolve complaints within the above described timescales, the complainant will be contacted accordingly, informed of the reason(s) why and given appropriate revised timescales.