Complaints Procedure
Here at Arden Estates, we are committed to providing a professional service to our customers.
We understand that occasionally, despite our best-efforts things can go wrong- if this happens, we need you to tell us about it. This will give us the opportunity to rectify any issues you have and if necessary, make improvements to ensure our standards remain high.
If you are looking to raise a formal complaint, we ask that you follow the steps below to ensure we can deal with your concern as efficiently as possible.
Contact us with your complaint
Please put your complaint in writing to the Manager of the office that you are dealing with.
It’s important that you include as much information as possible such as:
- Your full name and address
- Times, dates and locations of any incidents that have occurred
- Names of any staff members that you wish to discuss
- Any evidence you feel may assist us in handling your complaint
- A contact number to reach you on
What you can expect from us
Upon receipt of your written complaint, we will record it and provide written acknowledgement to confirm receipt within three (3) working days. We will also provide you with a copy of this complaints procedure. An internal investigation of your complaint will then begin.
Please note we will consider the needs of the individual making the complaint and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
Our response
Once we have completed our investigation, we will send you a formal written response addressing your specific complaints and proposing resolutions where appropriate within fifteen (15) working days of receiving your written complaint.
If you remain dissatisfied
Whilst we very much hope you will be satisfied with our response, if you are still unhappy then you should contact the Manager who handled your complaint, and we will arrange for a separate final review to take place. This final review will be conducted by Tim Kenneally who will further investigate your complaint and write to you within fifteen (15) working days (of receiving your request for a review) confirming our final viewpoint on the matter and proposing resolutions where appropriate.
The Property Ombudsman
If you remain dissatisfied having received our final viewpoint letter or more than eight (8) weeks have elapsed since you first made your complaint, you can request an independent review from the Property Ombudsman without charge.
This is a free, independent and impartial service that helps resolve disputes. The Property Ombudsman will require confirmation that you have exhausted our complaints procedure and have received a final response before contacting them for an independent review. You will need to submit your complaint to The Property Ombudsman within twelve (12) months of the date of our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman
Milford House
43-55 Milford Street, Sailsbury
SP1 2BP
Phone: 01722 333 306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk