Cleaver Property Lettings – Complaints Procedure
Cleaver Property Lettings is a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at office level.
Stage One - Lettings Manager
All complaints should, in the first instance, be directed to the Lettings Manager (Helen Church). Complaints must be made in writing and will be acknowledged within three working days. They will endeavour to resolve your complaint immediately, and no later than five working days of the first notification. We also recommend you either call 0844 801 4993 or email to
[email protected] just to ensure your complaint has been received.
Stage Two – Cleaver Property Lettings Director
Should your complaint remain unresolved, then you can refer it on to the Director of Cleaver Property Lettings (Susan Cleaver and/or Martin Cleaver). We request that you send a written summary of your complaint to the Director within one month of receiving the Lettings Managers response. The Lettings Manager will provide you with the Directors full names and addresses. The Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a written response within 15 working days.
They will undertake a review of your complaint, including how it's been handled to date, which may include further investigations into the background of your concerns. Then within 15 days from receipt of your letter, he/she will set out in writing to you, his/her findings and recommendations as a "final view" on how he/she believes your complaint can be resolved.
Stage 4 - The Property Ombudsman
After you have received a response from the Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Director's final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk
Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.