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Propertunity Lets Limited – Complaints Policy and Procedure
Our customers are at the heart of everything we do at Propertunity Lets Ltd, so their satisfaction is key to our success. We always welcome feedback to help with our commitment to continuous improvement in order to maintain an excellent level of customer service which our customers should expect.
If you feel that this high level of service has not been received, we would like you to let us know.
Our aim of our complaints policy is:
· To provide a fair and transparent complaints process which is easy to follow.
· To publish the complaints policy so that people know how to make a complaint with Propertunity Lets Ltd.
· To ensure all staff members are aware of what a complaint is and how to deal with it.
· To make sure all complaints are investigated fairly and in a timely way.
· To ensure that complaints are, wherever possible, resolved and all client relationships are maintained.
· To gather information to continuously improve on the service we provide to our clients.
What is a Complaint?
A complaint is any expression of dissatisfaction about any aspect of the service provided. This could be due to the level of service we have provided across our business activity down to staff members not acting in a manner expected.
Where Complaints Come From?
A complaint can relate to any aspect to the service we provide and may come from any person or party who feels that we have not received the level of service expected.
If a 3rd party is to make a complaint on your behalf, then we require written authority or consent to consider the complaint.
How can you make a Complaint?
An expression of dissatisfaction can be made verbally by telephone and any formal complaint in writing.
Please address all formal complaints to the following address:
10 Defender Court
Sunderland Enterprise Park
Tyne and Wear
What to expect along the way
Once Propertunity Lets receives a complaint, an acknowledgement letter will be issued within 3 days by the person receiving the complaint. A copy of the policy will be enclosed.
The complaint will be investigated, and a final response provided within 15 working days. If you feel that the complaint has not been satisfied, then this will be escalated within the business for an investigation to be carried out and a further acknowledgement issued. A final response will be provided within 4 weeks.
After further investigation if a further response cannot be provided within 4 weeks, this will be acknowledged by the company. A final response must be provided within 8 weeks of the initial complaint providing details of the TPO.
If you remain un-satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has lapsed since the complaint was first made) you can request an independent review from The Property Ombudsmen without charge.
Should you wish to escalate your complaint in this way, please find the appropriate details below:
All complaints will be handled sensitively with only the necessary data will be disclosed in order to fully investigate the complaint. All information will be handled in accordance with data protection requirements.
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