Complaints Procedure
REM Complaint Handling Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This feedback helps us to improve our standards.
We have appointed Kay Harvey, REM’s Head of Property Management (email: [email protected]) as the initial point of contact to address your complaint.
If you have a complaint, please submit it in writing, including as much detail as possible. We will respond within the timeframes outlined below.
Acknowledgement of Receipt
Upon receiving your written complaint, we will acknowledge its receipt within three to five working days. This acknowledgement will include a copy of this Complaint Handling Procedure.
Investigation of your Complaint
Your complaint will be investigated promptly. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If we require more time to investigate your complaint, we will notify you within 15 working days of sending the acknowledgement letter, providing an update and expected timescales to reach an outcome.
We aim to resolve the complaint to your satisfaction. If you are satisfied with the outcome of our investigation, the matter will be considered resolved.
However, if we cannot reach an agreement on how to resolve your complaint, you may proceed to the final stage of our Complaints Handling Procedure by requesting a review.
Request for a Review
If you are not satisfied with the outcome of our investigation, you may request a separate review by a member of our Senior Management Team. Please include the reasoning when making this request.
We will respond within 15 working days of receiving your review request, confirming our final viewpoint on the matter.
Independent Review
If you remain dissatisfied after completing our in-house Complaint Handling Procedure, or if more than eight weeks have elapsed since you initially submitted your complaint, you may request an independent review from The Property Ombudsman.
The Property Ombudsman’s service is free to consumers and can consider any consumer complaints. The Property Ombudsman is an approved redress scheme for letting agents and property managers under the Consumers, Estate Agents and Redress Act 2007.
Contact details for The Property Ombudsman are:
The Property Ombudsman
Milford House
43-55 Milford Street Salisbury,
Wiltshire
SP1 2BP
Telephone: 01722 333 306 Email: [email protected] Website: www.tpos.co.uk
Important Notes:
• You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. Be sure to include any evidence to supporting your case.
• The Property Ombudsman requires that all complaints are addressed through an in-house Complaints Handling Procedure before being submitted to them for an independent review.
