IN HOUSE COMPLAINTS PROCEDURE
PURPOSE
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
SCOPE
This procedure applies to and covers both actual and perceived wrong doing. If you believe that a member of staff or a representative of our organisation has behaved inappropriately or illegally please provide us with that information so we can act upon it appropriately.
YOUR COMPLAINT
If you have a complaint, please put this in writing (letter or e-mail) to us we will then acknowledge and respond in line with the time scales and stages set out below. Please use the e-mail address h.hynard@smeatonblock.co.uk
RESPONSIBILITIES
The property manager records the information containing -
Date the issue was reported
Source of the complaint
Relevant information and relevant evidence gathered
Action taken and the outcome or resolution
We will acknowledge the complaint, and we will start our in-house complaints process timescale – within 3 working days of receiving your complaint.
INVESTIGATING THE COMPLAINT AND COMMUNICATING THE OUTCOME
Your complaint will be investigated and Helen Hynard, Director -
Will provide a formal written response addressing your specific complaints this will be our final viewpoint
Propose resolutions where appropriate
Timescale – Within 15 working days of receiving your complaint.
MONITOR AND REVIEW
If you remain dissatisfied -
You should contact us again
A separate review will be conducted by Helen Hynard, Director, this will outline our final viewpoint on the matter.
Timescale – within 15 working days of receiving your request for a further review.
UNRESOLVED ISSUES
If you remain dissatisfied with our final viewpoint letter, or more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from the Property Ombudsman without charge. You will need to contact -
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
admin@tpos.co.uk detailing the nature of the complaint and the evidence that you have.
Timescale – you must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.
CONFIDENTIALITY
All declarations and records are confidential and stored securely. Information is shared only with those who need it for compliance or governance purposes
If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman. No charge will be made for any complaint that we handle.