Complaints Procedure
Greatlets Limited is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
· We will send you written acknowledgment of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
· We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
· If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
· We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
· If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333 306
www.tpos.co.uk/consumers/make-a-complaint
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
Greatlets is committed to providing a high standard of service to all landlords, tenants, and clients. If you are unhappy with any aspect of our service, please let us know so we can put things right.
Greatlets is a member of Safeagent for Client Money Protection and The Property Ombudsman Property Redress Scheme for independent redress.
Stage 1
Please submit your complaint in writing (by letter or email) to:
Mr. S. Dhesi Office Manager
Greatlets
39 York Road
Northampton
NN1 5QJ
Email: info@greatlets.co.uk
Please give as much detail as possible, including any relevant dates, names, and supporting documents.
-We will acknowledge your complaint in writing within 3 working days of receipt.
- We will investigate the matter and provide a full written response within 15 working days of the acknowledgement.
- If we need longer, we will explain why and give a revised timescale.
Stage Two
If you remain dissatisfied after our Stage One response, you may ask for the matter to be reviewed by:
Mr S . Parrott Director of Greatlets
Please write within 6 months of the Stage One outcome, explaining why you are not satisfied.
- We will acknowledge your Stage Two complaint within 3 working days
- We will issue a final written response, known as our Final Viewpoint Letter, within 15 working days**.
Stage Three — Independent Redress
If you are still not satisfied, or if 8 weeks have passed since you first complained, you may refer your complaint to our independent redress scheme, free of charge:
The Property Ombudsman Property Redress Scheme]**
Umit 159756
PO Box 7169
Poole
BH15 9EL
T 01722 333306
You must refer your complaint within 12 months of our Final Viewpoint Letter. The redress scheme’s decision may be binding on us but is not binding on you.
Complaints About Client Money
If your complaint relates to the handling or protection of client money, you may also contact our Client Money Protection scheme provider directly:
Safeagent
Cheltenham Office Park,
Hatherley Lane,
Cheltenham,
GL51 6SH
T: 01242 581712
Email: complaints@safeagents.co.uk OR info@safeagents.co.uk
A copy of our CMP membership certificate is displayed at our office at 39 York Road Northampton NN1 5QJ and is available free of charge on request
