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:
Complaints may be made as follows:
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.
When our investigation is complete, we will write to you:
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.
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