IN-HOUSE COMPLAINTS PROCEDURE
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 resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales
and stages set out below. The process should take no longer than 8 weeks.
We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged
because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances,
bereavement or do not speak English as a first language
- Stage 1 –Your Complaint Please put your complaint in writing either by letter or email and address it to: scott@a1pm.co.uk. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
- Stage 2 –Our Acknowledgement Your complaint will be acknowledged and we will start our in-house complaints process. Timescale: Within 3 working days of receiving your complaint
- Stage 3 –Our Investigation - Your complaint will be investigated and the relevant department will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. Timescale: Within 15 working days of receiving your complaint.
- Stage 4 –Our Final Investigation If you remain unhappy, your subsequent complaint will be investigated and the relevant department will provide a written response outlining our final position and proposing resolutions where appropriate. Timescale: Within 15 working days of receiving your subsequent complaint
- Stage 5 –The Property Ombudsman Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to: The Property Ombudsman Unit 159756, PO Box 7169, Poole, BH15 9EL | www.tpos.co.uk admin@tpos.co.uk. Timescale: You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333 306
www.tpos.co.uk admin@tpos.co.uk
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.