LETTINGS 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, tenants, contractors and members of the public fairly and ensure no unreasonable barriers are faced should someone wish to make a complaint.

Stage 1 – Your Complaint

Please put your complaint in writing either by letter or email and address it to Company Director.  Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose/attach any supporting documents.

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged within 3 working days and we will start our in house complaints process.

Stage 3 – Our Investigation

Your complaint will be investigated and a Company Director will provide a formal written response addressing your specific complaints and proposing resolutions where applicable, within 15 days of receiving your complaint.

Stage 4 – No Resolution:

If a resolution between the two parties (yourself and ourselves) has not been reached within 8 weeks, you may refer the complaint to The Property Ombudsman – 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

Email: admin@tpos.co.uk