Our Complaints Procedure

As a member of The Property Ombudsman Service (TPOS), we aim to provide the highest standard of service to all our Residential Lettings and Property Management customers.

In order to ensure that your interests are safeguarded, we have put into place a complaints procedure that we will follow in dealing with your complaint, and this is in line with The Property Ombudsman’s Code of Practice. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your issue at Branch level or within the Property Management Team.

Stage 1 – Area Director or Property Management Manager in conjunction with the Lettings Branch:

All complaints should, in the first instance, be directed to Marta Broka: [email protected]. She will acknowledge your complaint within 3 working days of receipt, and following a full investigation you will receive a written response within 15 working days.

Stage 2 – Company Final View Point – Customer Relations Manager or Head of Lettings:

Should the concerns raised still remain, or if you are dissatisfied with any aspect of Marta Broka handling of the complaint at Stage 1, you may escalate the complaint by writing to our Director, Kian Toussimanesh: [email protected].

He will acknowledge your escalated complaint within 3 working days. A full review of the complaint will be undertaken, including how it has been handled to date, which may require further investigation into the background of the concerns.

Within 15 working days from receipt of the escalation, the findings and recommendations will be set out, in writing, as a ‘final viewpoint’ on how it is believed the complaint can be resolved.

Stage 3 – The Property Ombudsman:

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman (TPOS) without charge.

Details of how to do this are contained within the final viewpoint letter, alongside a link to the TPOS consumer guide at www.tpos.co.uk. If you wish to contact TPOS, it must be done within 12 months of the date of the final viewpoint letter. It is important to note, TPOS will not consider a complaint until our internal complaints procedure has been exhausted. Please find TPOS contact details below:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306