We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. Although we shall try to resolve your complaint as soon as we can, we have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Ombudsman.
You can ask a friend or family member to help, or a third party such as a legal representative or someone from Citizen’s Advice. Your agent will also be able to deal with the person you choose instead of you throughout the process if you prefer.
We recommend you send all complaint correspondence by recorded delivery or set a delivery receipt if you email them.
What will happen next?
- We will send you a letter/email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to a complaints manager, who will review your complaint and speak to relevant staff members.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
- If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for the general manager to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If our final viewpoint does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review form The Property Ombudsman without charge:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
- You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.