COMPLAINTS PROCEDURE
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At Findley’s of Cooden we are committed to providing a high-quality service to all our clients and customers.
We strive to achieve the highest level of customer service and customer satisfaction.
In the unlikely event that you are dissatisfied with any aspect of our service please let us know and we will endeavour to resolve the issue as quickly as possible.
Please feel free to let us know if you are unsatisfied about:-
- A decision we have made
- Any aspect of our work
- Conduct of a member of our Staff
How will we deal with your complaint?
Complaints should first be made to the respective Block Manager or member of staff in which the complaint relates to, unless the complaint is directed towards a specific member of staff, by which the Complainant should raise this to the staff members line manager.
The Formal Complaint
The Staff member receiving any such complaint will endeavour to resolve the complaint in the first instance. Where you remain unhappy or unsatisfied with the outcome or proposed action you can raise a formal complaint to Natalie Mooney, Company Director of Findley’s of Cooden.
Receipt of Complaint
We understand and acknowledge the frustrations you may experience leading to raising a formal complaint. We aim to ensure acknowledgement of your complaint within 5 working days of receipt.
Response to the Complaint and resolution
We will deal with your complaint confidentially and as quickly as possible.
In all cases your complaint will not be considered or investigated by anyone directly involved.
We will make all attempts to provide a formal response within 21 working days, however, if this is not possible for any reason you will be informed of the reason for the extension in our response and a revised deadline will be provided to you, allowing for the earliest possible date for a response.
Our response to the complaint will be in writing for you to consider and should you have good reasons for not accepting our response you must inform the Company Director immediately.
You must provide clear reasons why you feel our response is unsatisfactory, and this will once again be reviewed further by the Company Director.
You will then be issued a final response within 15 working days of the dispute to our resolution response.
Reserved Rights by the Agent
If your complaint relates to matters involving your own failures set out within your Lease, or such matters relating to unresolved issues surrounding service charge contributions which have since passed to Solicitors, we reserve the right to provide you with formal acknowledgement of your complaint but not to provide a formal written response to your complaint.
The Property Ombudsman
Should you remain unsatisfied with our final response, or a period greater than 8 weeks has elapsed since your formal complaint was raised to the Company Director you can request that The Property Ombudsman provide an independent review of the complaint, without charge.
There are restrictions on the type of complaint the Ombudsman can consider and the time in which you can refer your complaint. These are all outlined on The Property Ombudsman website:-
The Property Ombudsman
Milford House, 43 - 55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 335458
Important information
You should be aware that you are obligated to submit your complaint to The Property Ombudsman within 12 months of receiving our final response, and you will be required to submit any and all evidence to support your case. The Property Ombudsman requires that all complaints are addressed through the respective agents complaints procedure before being submitted for an independent review.
