In-house Complaints Handling Procedure
We are committed to providing a professional service to all our clients and consumers. If things go wrong we want you to tell us about it so that we can improve our services and resolve issues as soon as possible. If you wish to make a formal complaint, please put this in writing to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Complainants are entitled to an independent review of their issues by a member of the team not directly involved in the matter. Please put your formal complaint in writing by letter or email to:-
Rachel North | Operations Manager
rachel.north@alexandre-boyes.co.uk
Alexandre Boyes Ltd, 48 Mount Ephraim, Tunbridge Wells, Kent TN4 8AU
Please include as much detail as possible e.g. timeline, names of any members of staff you dealt with, copy correspondence, and provide any supporting evidence you wish us to consider. You should also indicate clearly that your complaint is formal.
Stage 2—Our Acknowledgement
We will acknowledge your complaint within 3 working days of receipt.
Stage 3—Our Investigation
Your complaint will be investigated in house and upon conclusion we will provide you with a formal written response addressing your specific complaints and proposing resolutions where appropriate. This will be issued within 15 working days of receiving your formal complaint.
Stage 4 —Your next step
Following receipt of our formal written response should you remain dissatisfied please inform us within 10 working days, in writing. Please clearly outline what part of your complaint remains outstanding and the reasons you remain dissatisfied referring to your Stage 1 correspondence and evidence. Please send this to:
Kate Boyes | Group Director
kate@alexandre-boyes.co.uk
Alexandre Boyes Ltd, 48 Mount Ephraim, Tunbridge Wells, Kent TN4 8AU
Stage 5 – Final Viewpoint
A final in-house review will be undertaken and on conclusion we will provide you with our final view statement within 15 working days of you informing us that you remain dissatisfied with the initial in-house review.
Stage 6 —Next Steps
Following receipt of our Final Viewpoint should you remain dissatisfied you have a few options:- Government Redress Scheme
We are members of a Government approved independent redress scheme (alternative dispute resolution provider), who can provide fair and reasonable resolutions to disputes at no cost. Contact:
The Property Ombudsman (TPO)
Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333306 | www.tpos.co.uk | admin@tpos.co.uk
You must refer your complaint to TPO within 12 months of our Final Viewpoint correspondence. However, if we fail to You must refer your complaint to TPO within 12 months of our Final Viewpoint correspondence. However, if we fail to acknowledge and review your written complaint within eight weeks, you can refer the matter directly to TPO. There are some limitations to the nature of complaints that TPO can review and you should contact them directly to discuss your concerns or you can read their guides using this link Consumer Guidance (tpos.co.uk). There may be more suitable recourse routes available to you if your complaint is specific to block management – you can read their guidance using this link Leasehold, Estate and Commonhold Managing Agents
We are regulated by the Royal Institution of Chartered Surveyors (RICS) and the Association of Residential Letting Agents (ARLA) and in some circumstance you may be able to refer your complaint to these bodies.
Arla PropertyMark | Regulation, 6 Tournament Court, Edgehill Drive Warwick CV34 6LG
www.arla.co.uk | complaints@propertymark.co.uk
RICS | Service Improvement Team, 55 Colmore Row, Birmingham B3 2AA
020 7695 1670 | Concerns (rics.org) | complaints@rics.org
You may also contact RICS where appropriate for unresolved business to business complaints.
Please note that no charge will be made for any complaint we handle. During the in-house complaint review you may be invited to make further comments or to attend a meeting with us or discuss it over the telephone.
