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COMPLAINTS HANDLING POLICY
Phoenix Property Services take pride in the services they offer to customers, however on occasion things do go wrong and there may be need to raise a complaint. Should this ever be the case, please follow the below complaints procedure.
Residential Sales – Making a Complaint
Information for customers
Phoenix Property Services is a member of The Property Ombudsman Scheme (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a complaints process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Stage One – Branch Manager
All complaints should, in the first instance, be directed verbally to the manager of the office you have been dealing with. He or she will endeavour to resolve your complaint immediately and no later than five working days of the first notification.
Stage Two – Senior Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Senior Director responsible for the Branch in question. You must write to them within one month of receiving the Branch response. The Branch Manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three – The Managing Director
If you remain dissatisfied, you may address your concerns to the Managing Director within one month of the response from the Senior Director. Your letter will be acknowledged within three working days of receipt and an investigation undertaken. Following the Managing Directors investigation a formal written outcome and statement will be sent to you within 15 working days and contain the final view of the company. This will include any offer made.
Managing Director
Phoenix Property Services
54 Watling street
Gillingham
Kent
ME7 2YN
In the absence of the Managing Director this stage of proceedings will be handled by a Senior Director.
Stage Four – The Property Ombudsman
After you receive a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.
Residential Lettings and Property Management – Making a Complaint
Information for customers
Phoenix Property Services is a member of The Property Ombudsman Scheme (TPOS) and as such aims to provide the highest standards of service to all our Residential Lettings and Property Management customers. To ensure that your interests are safeguarded, we have a complaints process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Stage One – Branch Lettings Manager
All complaints should, in the first instance, be directed to the Lettings Manager of the office you have been dealing with. He or she will endeavour to resolve your complaint immediately and no later than five working days of the first notification. We do recommend that where possible you outline your complaint in writing, especially if it appears a complex issue.
Stage Two – Senior Director
Should your complaint remain unresolved, then you may refer it on to a Senior Director responsible for the Branch in question. We request that you send a written summary of your complaint to the Senior Director within one month of receiving the Branch response. The Branch Lettings Manager can supply you with the details of the appropriate person. The Senior Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three – The Managing Director
Should the matter still remain outstanding, or if you still remain dissatisfied with any aspects of our handling of your complaint, then please write to the Managing Director at the following address:
Managing Director
Phoenix Property Services
54 Watling street
Gillingham
Kent
ME7 2YN
They will acknowledge your complaint within three working days of receipt and will undertake a review of your complaint, including its handling to date, which may include further investigations into the background of your concerns. Then within 15 working days of receipt of your letter, they will set out in writing to you their findings and written recommendations as the final view of the company. This will include any offer made. In the absence of the Managing Director this stage of proceedings will be handled by a Senior Director.
Stage Four – The Property Ombudsman
After you receive a response from the Managing Director, you may approach The Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.
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Contact Information
We look forward to hearing from you! For all general queries:
Sunday - Closed
- 54 Watling Street
- Gillingham, ME7 2YN
- 01634 575 575
- info@phoenixpropertyservices.co.uk
- Monday - Friday
- 9:00 - 17:00
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