Our complaints procedure has three stages.

Step 1 – Informal

Speak to the individual(s) and try to resolve the complaint informally. The individual concerned is required to tell you their name if you ask them. You should do this within one month of the action that gave rise to your complaint. They will seek to reach an amicable resolution with you in a collaborative, co-operative spirit.

Step 2 – Formally Registering a Complaint
If you are not satisfied with the response you have received at stage one (informal) you should then use stage two of this procedure.

1) Outline the details of your complaint in writing by post or email and send it to Able Property Management Ltd.
Your complaint will be acknowledged by letter within seven working days from the date it is received. The letter will contain the following information:

* Name, address and telephone number of the person who will investigate the complaint
* Details of the potential investigation.
* What support you can receive during the process of the complaint, e.g. in terms of making information accessible etc

2) You will receive a full response to your complaint within 21 working days from the start of the investigation in writing from the person appointed to investigate the complaint. The response will include the following information:
* Details of the investigation.
* A decision about whether the complaint was upheld or not.
* The reason for the decision
* The redress, if appropriate, which will be offered to you e.g. an apology, additional help or directing to other sources of advice or support
* Any other action that may be taken in light of the complaint
* If it is not possible to provide a full answer to your complaint within 21 working days, the letter will outline reasons why and give a date by which a full answer is expected

Step 3

If you are not satisfied with the outcome of the formal procedure (Step 2) your complaint can be investigated further by an independent body or persons appointed by the Directors as seen fit. You must make this request within 28 days of receiving the response to the formal complaint.
* The independent body or investigator will contact you in the process of investigating the complaint and will report back to the Directors within 28 days.
* The Officers of the Board will consider the independent report and will make a final decision on the matter.
General Notes on the procedure.
* It is open to you to begin the complaints procedure at Stage 2 although it is hoped that, unless you consider the situation to be very serious, you will attempt resolution at Stage 1.
* If you feel the complaints procedure disadvantages you in any way – if, for instance, providing written information is difficult for you, or if you would prefer to speak with a manager from the same ethnic background as yourself – efforts will be made to make the appropriate arrangements.
* You are welcome to bring a friend or colleague with you to your meeting with the independent investigator. The principles on which our complaints procedure is based are:
- Open access to the procedure;
- Informal resolution of complaints where possible;
- Impartial review of all complaints.

Able Property Management Ltd offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure. We are a member of the Ombudsman Services and contact details are as follows:

Ombudsman Services
P.O. Box 1021
Warrington
WA4 9FE
Phone: 03304401614 Fax: 03304401615 Textphone: 03304401600