Complaints and Concerns
When something goes wrong, we need you to tell us about it. This will help us to improve our standards and allow us an opportunity to put things right.
If you have a complaint, please put it in writing to firstname.lastname@example.org, including as much detail as possible. We will then respond in line with the time frames set out below:
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
43 – 55 Milford Street,
Telephone: 01722 333306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted to the Property Ombudsman for an independent review