Complaints Policy

1. Definitions

1.1 In this Complaints Policy the following expressions have the following meanings:

"Business Day" means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in London;
"Complaint" means a complaint about the service provided by Relier Property Management Ltd, about our customer service, or about our staff;
"Complaint Handler" means a member of staff of Relier Property Management Ltd who will handle Complaints
"Complaints Policy" means this document;
"Internal Resolution" means the initial Complaint handling process undertaken by Relier Property Management Ltd;
"External Resolution" means the referral of your Complaint to an external redress scheme for resolution if you are not satisfied with the outcome of the Internal Resolution;
"Professional Body" means The Property Redress Scheme whose address is 1st Floor, Elstree Way, Borehamwood, WD6 1JH and whose website address is www.theprs.co.uk

2. Purpose of this Complaints Policy

2.1 Relier Property Management Ltd welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, or about our staff, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about Relier Property Management Ltd, our services, our customer service, or about our staff;
2.2.2 To ensure that everyone working for or with Relier Property Management Ltd knows how to handle Complaints made by our customers;
2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;
2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

3. What this Complaints Policy Covers

3.1 This Complaints Policy applies to the provision of services by Relier Property Management Ltd, to our customer service and to our staff.
3.2 For the purposes of this Complaints Policy, any reference to Relier Property Management Ltd also includes our employees, agents and subcontractors.
3.3 Complaints may relate to any of our activities and may include (but not be limited to):
3.3.1 The quality of customer service you have received from Relier Property Management Ltd;
3.3.2 The behaviour and/or professional competence of our staff;
3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person:
3.4.1 Matters concerning contractual or other legal disputes;
3.4.2 Formal requests for the disclosure of information, for example, under the Data Protection Act;

4. Making a Complaint

4.1 All Complaints, whether they concern our services, our customer service, or our staff, should be made in one of the following ways:
4.1.1 By email, addressed to Ben Rayment at [email protected]
4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
4.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
4.2.3 If your Complaint relates to a particular property we are dealing with, the property details;
4.2.4 If you are making a Complaint about a particular member of staff, the name and, where appropriate, position of that person;
4.2.5 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
4.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint;
4.2.7 Details of what you would like Relier Property Management Ltd to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

5. How We Handle Your Complaint

5.1 5.1 Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction. If you are not satisfied at the end of internal Complaints process, Complaints may progress to External Resolution or be referred to our Professional Body as detailed below.
5.2 5.2 Internal Handling Procedure:
5.2.1 Upon receipt of your Complaint, the Manager identified above in Section 4.1 will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 3 working days, giving you a Complaint Reference.
5.2.2 When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the Manager to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
5.2.3 If your Complaint relates to a specific member of staff, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the staff member in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.
5.2.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
5.2.5 We aim to resolve your Complaint within 10 working days. However in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
5.2.6 At the conclusion of the internal complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to refer your Complaint to The Property Redress Scheme.
5.3 External Resolution:
5.3.1 If you are not satisfied with the internal resolution of your Complaint you may refer your Complaint to The Property Redress Scheme. Any such referral must be made within 6 months of receipt of our final decision.
5.3.2 For details of their complaint and conflict resolution mechanisms, please contact them by post at Premiere House, 1st Floor, Elstree Way, Boreham Wood WD6 1JH, by telephone on 0333 321 9418, by email at [email protected], or via their website at www.theprs.co.uk.
5.3.3 Please note that The Property Redress Scheme may decline to deal with Complaints from certain types of customer.

6. Confidentiality and Data Protection

6.1 6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those staff members of Relier Property Management Ltd who need to know in order to handle your Complaint.
6.2 6.2 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

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