COMPLAINTS PROCEDURE

The following information summarises Sweetings Property Management Limited’s complaints procedure.  It is designed to help you understand how we will deal with your complaint, and how your complaint should be made.

Our Complaints Procedure:

We treat all complaints with equal importance and have a written procedure to ensure that our staff follow a strict complaints procedure should a complaint be made about them or another member of staff.  The purpose of this procedure is to ensure that complaints handling relating to Sweetings Property Management Limited is efficient, consistent and, where applicable complies with regulatory requirements.

The procedure informs staff of the importance of dealing with complaints efficiently and in accordance with the firms requirements.

Our complaints procedure helps staff to appreciate that:

  • The company is committed to providing the highest level of service;
  • Even in the best run business there will be occasions when customers will feel aggrieved and will complain.  It is our aim to:
  • Deal with complaints effectively and efficiently.  Complaints will be given prompt attention and will be dealt with fairly, promptly, and impartially;
  • Treat clients, leaseholders, tenants, contractors and members of the public fairly and ensure no unreasonable barriers are faced should someone wish to make a complaint.

Complaints may be made as follows:

  • Orally; either face-to-face, by telephone or by recorded message.
  • Written; by letter, email, facsimile.

TIMESCALES FOR COMPLAINTS HANDLING

Acknowledgement of Complaints:

A complaint must be acknowledged within 10 working days of receipt of the complaint, to an eligible complainant or their representative.  The acknowledgement of complaint will provide a reasonable timescale for further response, which will be dependent upon the type and level of complaint.  Your complaint will be investigated and a final response letter sent to you.

We aim to resolve your complaint within four weeks of acknowledgement.  However, if this is not possible we will write to you explaining our reasons and provide details as to when we expect to be able to issue a final response.

Final Response:

When our investigation is complete, we will write to you:

  • Explaining the outcome of our investigation;
  • Outlining the nature and terms of any offer of settlement which we are prepared to make in satisfaction of the complaint or giving the reason for rejecting the complaint;
  • Giving you the opportunity to provide us with further information in support of your complaint.

We will also inform you that if we do not hear from you within eight weeks from the date of our final response letter, we will consider the complaint closed.

No Resolution:

If a resolution between the two parties (yourself and ourselves) has not been reached within 8 weeks, we may refer the complaint to The Property Ombudsman Service – of whom we are a member.

The Property Ombudsman Service

Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Tel: 01722 333306

Website: www.tpos.co.uk