Customer 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.
Should you have a complaint, please write (by letter or email) to the Office Manager with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence. (all complaints must be in writing).
What will happen next?
- We will send you a letter or email acknowledging receipt of you complaint within 3 working days of receiving it.
- We will then investigate your complaint. This will be done by the Office Manager. A written response will then be emailed/posted to you with the findings of the investigation within 15 working days of receiving your complaint.
- Should you not be satisfied with the Office Manger's initial investigation then this can be escalated to the Owner of PMA Lettings who will carry out a review of your complaint resulting in a final view which will be sent to you within 15 working days of the matter being escalated to them.
Should you still be dissatisfied after receiving our Final View, then you may refer the complaint to the Ombudsman whose details are below.
The Property Ombudsman
43-55 Milford Street
Please note that 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.