Malcolms Complaint Procedure
MALCOLMS – LETTINGS & PROPERTY MANAGEMENT: Internal Complaints Handling Procedures
Here at Malcolms we are committed to providing a professional service to all our clients and customers. We pride ourselves on the high level of customer service we provide.
When something goes wrong, we need you to tell us about it. By letting us know when you have a problem, we can work with you to understand what’s happened and put it right. This easy-to-use guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.
How to Report a Complaint.
The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns by telephone, by post, or send us an e-mail. We will aim to resolve any issues immediately. Michael Shipp is our Lettings Manager, and he will personally assist in resolving the issue.
Telephone: 01954 710700 Option 2
E Mail: lettings@malcolmsproperties.co.uk
Address: 4a Caxton House, Broad Street, Cambourne. CB23 6JN
What Happens Next?
When we receive a complaint, we will:
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- Send you a written acknowledgement within 3 working days which will outline who is responsible for investigating the issue raised.
- Collate as much information as possible and liaise with the various departments involved to establish all the facts.
- Send a detailed response within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation without delay.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Should you have any concerns in the meantime however, please contact Michael Shipp.
Still Not Happy?
After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you.
Your concerns will be acknowledged within three working days of receipt and your complaint will be passed to Malcolm Thomas, a director of the business.
Where possible, a final response will then be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.
If you are not satisfied with the outcome, we will advise that you contact our independent redress scheme.
The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Registered in England: 3339975.
Telephone: 01722 333 306
E Mail: admibn@tpos.co.uk
You must refer your complaint to the redress scheme within 12 months of our final correspondence.
Contact Propertymark
We are members of Propertymark.
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send a complaint to Propertymark. Go to the Propertymark website to download a complaint form.
Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold standards of ethical and professional practice, and failure to answer correspondence.
Telephone: 01926 496791
E Mail: compliance@propertymark.co.uk
Website: www.propertymark.co.uk/professional-standards/complaints
Propertymark Protection
Look for the logos that mean your money is protected, ensures complaints are dealt with and guarantees agents are independently regulated.
Insurance Complaints
If you have a complaint relating to insurance, these will be dealt with separately to ensure we are complying with regulation rules. Any insurance related matters will be acknowledged within five working days and issues can be reported by telephone, unwitting by post, by e-mail or you can pop into our Cambourne branch.
Please allow up to eight weeks for us to issue a final response, however we will aim to get back to you much sooner than this. If we are unable to respond fully within four weeks of receiving your complaint, we will update you on the reasons for this. Following our final response, if you are unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
08000 234 567
complaint.info@financial-ombudsman.org.uk
Please note: if you are looking to refer a complaint to the Financial Ombudsman Service, you will need to have followed our complaints procedure first, and then passed the matter to the Ombudsman within six months of receiving our final response.
Malcolms Estate Agents a trading name of Malcolm Thomas Ltd co number 4841695
Registerd Office: 32a East Street, St.Ives, Cambridgeshire. PE7 5PD.