GENERAL COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
Please write to, by post: Customer Complaints Department, Suit 313 89 Commercial Road, Bournemouth, Dorset, BH2 5RR; or by email email@example.com. Your complaint will be acknowledged within 3 days of being received.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-55 Milford Street
01722 333 306
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.
LETTINGS COMPLAINTS PROCEDURE
BIG Property is committed to providing letting services of the very highest standards.
If you feel that we haven't lived up to your expectations in any way, we'd like to hear from you to allow us to apologise, but also to improve our service.
Most complaints can be dealt with by our company's Directors, you are invited to
make a formal complaint in writing by email or letter.
Please provide a written summary of your complaint and address it to post: Customer Complaints Department, Suit 313 89 Commercial Road, Bournemouth, Dorset, BH2 5RR; or to email firstname.lastname@example.org. Your complaint will be acknowledged within 3 days of being received.
If after a full investigation, you feel that your complaint remains unresolved,
you may refer the matter to our governing bodies. However, we do ask that the above steps have been completed before referring the matter to either ARLA or TPO. Their contact details are as follows:
The Property Ombudsman (TPO)
43-55 Milford Street
TPO will review complaints in respect of service level issues but cannot investigate matters relating to tenancy deposit disputes. There is a 12-month time limited for referring complaints to the TPO.
The Association of Residential Letting Agents (ARLA)
6 Tournament Court
ARLA will review complaints relating to the protection of tenancy deposits.
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