Complaints

Policy Statement:

We recognise there may be circumstances where a client may not be entirely satisfied with the service provided. We aim to provide a high quality service that we strive to continually improve. One of the ways we achieve this is to recognise that complaints are a valuable source of feedback. We will ensure that our clients are aware of how they may express their concerns in order that we can learn from and respond positively to complaints and resolve these fairly, honestly and courteously, whilst maintaining a good relationship with clients. All complaints will be dealt with in accordance with the our formal complaints procedure that will be reviewed and updated annually.

Complaints Procedure

1. Initial Complaint

You should initially raise concerns with the person dealing with you. A simple misunderstanding may have arisen which may be easily resolved.

2. Formal Complaint

If the initial complaint is not resolved you can ask for the complaint to be considered as a formal complaint. You should make their complaint to a director of this company who will consider the complaint. If not already done so, you will be requested to make your complaint in writing, by letter or e-mail. It would be helpful if you could define the cause of your dissatisfaction in terms of; omissions, lack of quality or inappropriate conduct. We will log the complaint, identifying areas of concern and carry out a thorough investigation ensuring that all points raised by you are answered

3. Acknowledgement

You will receive an acknowledgement within 4 working days from receipt with a summary of our understanding of the complaint. You may be requested to provide any further evidence or information regarding the complaint and will be asked for confirmation that the we understood the complaint.

4. Response

A written response will be issued within 10 working days. If this is not possible, you will be given an explanation of the reasons for the delay and a time scale by which you will receive a full reply. At all stages the complaint will be dealt with in strict confidence.

In considering the complaint we will:

• Gather all the relevant information
• Agree the issues and facts of the case
• Analyse the complaint in the context of stated procedures
• Determine whether the complaint is valid
• Inform you of the outcome and, if applicable the remedial action to be taken.

The company will then write to you, stating the outcome of the complaint and any intended actions.

5. Right of Appeal

Following our response to you, should you remain dissatisfied, you may be referred to an alternative director who will undertake a fresh review of the complaint.

6. Referral of Complaint

Should tiu still remain dissatisfied once the internal complaints procedure has been exhausted, you may refer the complaint to the most appropriate body as follows:

6.1 Complaints involving a NLA member:

You can complain to the NLA by completing a complaints form and include copies of all supporting paper-work relating to the complaint (non returnable). This information can be scanned and emailed to complaints@landlords.org.uk.

6.2 Complaints involving an IRPM member:

Any complaint made against a member must be made in writing under confidential cover and addressed to the Secretary of the Institute at its registered office. Complainants shall set out the circumstances forming the basis of the complaint, including the relationship, if any, between the complainant and the member concerned. See www.irpm.org.uk for further information.

6.3 Complaints involving a CIMA member in Practice:

CIMA offers an independent Alternative Dispute Resolution (ADR) facility for members of the public. Further information on ADR or making a complaint about alleged misconduct can be found on the CIMA website at www.cimaglobal.com.

6.4 Complaints involving Property Management:

The company is a member of the Property Redress Scheme (PRS). This offers a redress scheme provided the complainant has exhausted the Member’s internal complaints procedure. Further information on the PRS or making a complaint can be found on the PRS website at www.theprs.co.uk.

Last reviewed: 28 June 2017