This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision. Our Complaints Policy contains further information about what you can expect from us when you make a complaint.
Designated Complaints Handler
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Ian Jones, who is a Director of Space Estates Ltd.
You can write to him at 21 Cheapside, Liverpool, Merseyside, L2 2DY or send an Email to firstname.lastname@example.org.
Step One: Acknowledging your Complaint
Within three working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within three working days we will also send you a letter acknowledging your complaint.
Step Two: Investigating your Complaint
Within four weeks of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:
• If your complaint is straightforward, we might make suggestions as to how we can put things right or we may offer you some form of redress;
• If your complaint is more complicated, we might ask you to confirm, explain or clarify any issues;
• We may ask to meet with you to discuss things face-to-face and we would hope to be able to meet with you no longer than fourteen working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and making suggestions as to how we can put things right, or asking you to confirm, explain or clarify any issues. Within three working days of any meeting, we will write to you again to confirm what took place and to confirm any offer of redress that we have made.
Whichever form our investigation takes, we will aim to give you our final decision within five weeks of receiving your complaint (or sooner if possible).
Step Three: Appealing against our Final Decision
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within two weeks of receiving your appeal.
Step Four: The Property Ombudsman
If you are still not satisfied, you can then contact the Property Ombudsman about your complaint.
Ordinarily, you cannot use the Property Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, you must contact the Property Ombudsman within 12 months of receiving our final review.
Property Ombudsman Contact Details