Around Town Flats Limited Commendations, Recommendations and Complaints Procedures

Commendations – if you are happy with the service you have received
Recommendations – if you have suggestions about how we can improve
Complaints – if you are not satisfied with the service you have received

Around Town Flats is interested in your views about how we delivered our services.
How well do you think our services met your needs? Did we take the time to understand your requests? Was our response all it could have been? Were we polite, professional, and efficient?
If you wish to make a commendation, recommendation or complaint about a service we have delivered or the way in which it was delivered, we set out our procedures below.
Around Town Flats Limited is a Member of The Property Ombudsman and aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

Our procedure has three stages:

Stage One
Tell (and preferably write to) the staff member(s) or their manager about your experiences. Please do this within one month of the action that gave rise to your issue. In respect of an issue which remains outstanding we will seek to reach an amicable resolution with you in a collaborative, co-operative spirit.

Stage Two
If such a resolution is not possible and you feel your issue has not been satisfactorily resolved, write to the Managing Director, Around Town Flats Limited, 208 Wilmslow Road, Fallowfield, Manchester with full details of your complaint.
The Managing Director will acknowledge your complaint within three working days.
Your issue will be investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint. The investigation will include the opportunity for you to explain the circumstances of your complaint.
If you are not satisfied with the outcome of our investigation, you are provided with a further opportunity to have the issue reviewed by the Managing Director.

Stage Three
In the event that the final review as detailed above still fails to satisfy your issue, then you are at liberty to have the matter referred to The Property Ombudsman. Any referral to the Ombudsman should be made within six months of our written confirmation of our Stage 2 review.
We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in house complaints procedure within 8 weeks from the date we receive your written notification.
The Property Ombudsman can be contacted online by visiting http://www.tpos.co.uk/contact.php or in writing to:

The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP
or
Tel: 01722 333306 or
Fax: 01722 332296 or
Email: [email protected]

The principles on which our complaints procedure is based are:
Open access to the procedure;
Informal resolution of complaints where possible;
Positive action on the part of Around Town