In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If something goes wrong, we need you to tell us about it. This will help us to resolve issues as soon as possible and improve our standards moving forward.
Stage 1 – Your Complaint
Please put your complaint in writing (letter or email), including as much detail as possible. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
Stage 2 – Our Acknowledgement
Your complaint will be acknowledged, and we will start our in-house complaints process.
Timescale: Within 3 working days of receiving your complaint.
Stage 3 – Our Investigation
Your complaint will be investigated by a Property Manager at PM4U Ltd. They will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale: Within 15 working days of receiving your complaint.
Stage 4 – Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated by a Director at PM4U Ltd. They will provide a written response outlining our final position and proposing resolutions where appropriate.
Timescale: Within 15 working days of receiving your subsequent complaint.
Stage 5 – The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to The Property Ombudsman (address below)
Timescale: You must refer your complaint to them within 12 months of the date of our final viewpoint letter.
The Property Ombudsman
43-55 Milford Street
01722 333 306