Complaints Procedure

COMPLAINTS HANDLING PROCEDURE

Hunters Estate & Property Management are committed to providing a high quality, accessible and responsive service to all clients and customers with whom we work. If you believe that we have failed to meet these standards, we thank you for allowing us the opportunity to rectify the situation and will aim to listen to and work with you to resolve your

complaint through the channels set out below with speed and efficiency.

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).

Whilst no business likes to receive complaints, we welcome the feedback from our customers in order that we can work on improving our service. Below is the procedure which we will follow in accordance with the guidance produced by ARMA and RICS.

Procedure

Before making a formal complaint, you should contact the appropriate property manager for your property/development who will aim to resolve any issues you are experiencing. If your complaint is not resolved to your satisfaction, then you will need to make a formal complaint as detailed below.

Hunters Estate & Property Management is a managing agent providing a service and as such any formal complaint must be in relation to the service provided and not about building defects or other matters outside of the responsibility of Hunters Estate & Property Management.

Formal Complaint – Stage 1

Please put your complaint in writing either by post or email as set out below. For us to be able to review the complaint we will require details of the complaint and what steps you have taken to try to resolve your complaint with the appropriate property manager for your development.

We will acknowledge receipt of your complaint within 3 working days; if you do not receive an acknowledgement, please contact us to ensure it has been received.

Your complaint will be reviewed and investigated by a senior manager who will respond to you in writing with a full response within 15 working days from receipt of your complaint or failing this will contact you within 10 working days to request further information, in these cases you will be asked to reply within 10 working days in order that we can continue our investigations.

Contact details

By post – Hunters Estate & Property Management Ltd, 5 Church Road, Burgess Hill, West Sussex, RH15 9BB

By email: block@hunters-group.co.uk

Please ensure you head your correspondence with “Formal Complaint – Stage 1”.

Formal Complaint – Stage 2

If you are not satisfied with our response or feel the complaint was not handled satisfactorily then you can make a further complaint in writing as detailed below.

For us to be able to review the complaint further you should confirm why you are not satisfied with the result of your complaint or the handling of your complaint at Stage 1.

Your complaint will be reviewed by a director and a response will be issued to you within 15 working days from the

receipt of your complaint or failing this we will contact you within 10 working days to request further information, in these cases you will be asked to reply within 10 working days in order that we can continue our investigations.

Contact details

By post – Hunters Estate & Property Management Ltd, 5 Church Road, Burgess Hill, West Sussex, RH15 9BB

By email: block@hunters-group.co.uk

Please ensure you head your correspondence with “Formal Complaint – Stage 2”.

If you are still not satisfied with the outcome or how your complaint has been handled following our response to your Stage 2 or your complaint has not been resolved within 8 weeks from commencing our formal complaints procedure You can refer your case to the Ombudsman without charge. You will need to raise a Stage 1 and Stage 2 complaint before applying to the Ombudsman.

Hunters Estate & Property Management have the following Ombudsman provider.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

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