Complaints Procedure

Complaints

1  East Midlands Property Management, a member of the Property Ombudsman Scheme for Residential Lettings, aims to provide the highest standards of service to all our customers.  To ensure that your interests are safeguarded, a complaints procedure has been introduced.  This provides for the matter to be dealt with internally by Mrs M Bowen (Manager) and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to the Property Ombudsman.

2 If you believe you have a complaint, please write in the first instance to: Mrs M Bowen, East Midlands Property Management, 86 Westgate, Grantham, Lincs, NG31 6LE

3 Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

4  If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Senior Partner.  Please write to Mr Peter Mills, East Midlands Property Management, 29 Cartergate, Newark, Notts, NG24 1UA.

5  In the event that the final review as detailed above still fails to satisfy your complaint, then you may refer the matter to the Property Ombudsman.  We will submit our file to the Ombudsman on request.  You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in house complaints procedure within 8 weeks from the date we receive your complaint in writing.  You have up to 12 months from the date of receiving our final correspondence to refer the matter to the Ombudsman.  Contact details for the Ombudsman are as follows:  Telephone 01722 333306, email admin@tpos.co.uk or visit their website at www.tpos.co.uk.  At the present time postal referrals are being discouraged.