INTERNAL COMPLAINTS PROCEDURE

If a complaint is received, we will contact the complainant and listen carefully to the complaint and try to resolve matters quickly in a calm and considered way.

Stage 1

The complaint and further comments will be recorded to provide information, along with:

1. The name of the complainant
2. The date of the complaint
3. The name of the member of staff receiving the complaint
4. The nature of the complaint
5. How the complaint was handled including any restrictions on the nature, content, time and qualification of the complaint with regard to insurers protocol. If and how the complaint was resolved and the time taken to resolve the complaint.

A written acknowledgement will be sent to the complainant within 3 days and staff will, where possible, aim to resolve the complaint by discussion and negotiation without it being necessary to pass the matter to stage 2.  A formal written outcome of the branch investigation with be sent to the complainant within 21 days.  If longer is needed the complainant will be told in writing, with an explanation, and given an indication of timescale.  The outcome will be provided to the complainant within that timescale.

Stage 2

Cases that have not been resolved by the end of stage one or more serious cases which include:

1. Complaints alleging misconduct or impropriety by staff.
2. Complaints of unlawful conduct by staff.
3. Complaints alleging sexual or racial discrimination including harassment or verbal abuse.

Such complaints should be handled accordingly

1. be put into writing if initially received verbally
2. The principal of the firm should be made aware immediately of the complaint after ensuring that the letter has been read to, or read by, the person to whom the complaint relates. The letter should also be initialled by the person to whom it relates and witnessed to confirm they have been made aware of the complaint.
3. If any changeover of staff is taking place or has taken place during the time of the complaint, written notes should be left for the person taking over the matter to ensure no delays follow action.
4. The person to whom the complaint relates should be advised that the case will be referred to the principle and that an investigation will commence immediately, or if the complaint is against the principle, that they will ultimately be interviewed by an independent person.
5. At no time should the case be discussed verbally or in writing if there is a risk of any prejudice of the indemnity insurer’s protocol in handling complaints or matters relating to the potential insurance against the practice.

Timescale of the Investigation:

Within 10 days the principle will investigate the complaint and write to the complainant.

Within 28 days or such time as the insurer’s protocol permits, the principle will complete the investigation and complete a report on their conclusions in writing to the practice insurance brokers, the insurers, and the complainant.

After the investigation:

1. The principles report, or the independent persons report, as it may apply in stage 2, will be presented to the complainant.
2. The principle, or the independent person as it may apply in stage 2, will present the report to the member of staff, discussing the contents and offering clarification where necessary.
3. Information gained during the course of dealing with complaints will be taken into consideration when policy is formulated.
4. Disciplinary procedures may be one outcome of a complaint being made.

If you are still unhappy with the result of any of the above, you can refer your complaint to the Property Ombudsman for Lettings of which the firm is a member, if it falls within the scope of the scheme.  This scheme is operated by

The Property Ombudsman

Milford House
43-55 Milford Street
Salisbury
Wiltshire  SP1 2BP
Telephone: 01722 333306
Facsimile: 01722 332296
Website: www.tpos.co.uk
E-Mail: [email protected]