We hope that your time with us is happy and hassle-free, but we recognise that sometimes things don't go as planned.
Our company's main aims when dealing with disputes and complains is: Being Fair, Putting Things Right and Learning from Outcomes.
Please note that these complaints are separate to Deposit Disputes when dealing with proposed charges for any potential rent arrears/damages or cleaning charges. For those kinds of complaints, please contact the Accounts Department at email@example.com.
If you have a complaint, please put it in writing via emailing firstname.lastname@example.org, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a reply acknowledging receipt of your complaint within three working days of receiving it, enclosing a link to 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 via email within 15 working days of sending the acknowledgement email.
- If, at this stage, you are still not satisfied, you should email us again and we will arrange for a separate review to take place by a senior member of staff.
- We will email the results of this secondary review 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 from our ombudsman:
The Property Ombudsman Ltd
43-45 Milford Street
01722 333 306
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 complaints procedure, before being submitted for an independent review.