In House Complaints Procedure
In House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to Amanda Aukett (Director). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Alders and Kane Limited.
Joseph House
Unit 1
Harolds Road
Harlow
Essex
CM19 5BJ
Email: lettings@aldersandkane.co.uk
Stage 2—Our Acknowledgement
Your complaint will be acknowledged and we will start our in house complaints process.
Timescale: within 3 working days of receiving your complaint.
Stage 3—Our Investigation
Your complaint will be investigated and Amanda Aukett will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale: within 15 working days of receiving your complaint.
Stage 4—Final Viewpoint
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Amanda Aukett.
This will outline our final viewpoint on the matter.
Timescale: within 15 working days of receiving your request for a further review.
Stage 5—Property Redress Scheme
If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from Property Redress Scheme without charge.
Timescale: you must refer your complaint to Property Redress Scheme within 12 months of receiving our final viewpoint letter.
You are entitled to have your complaint referred to the Property Redress Scheme should we fail to deal with matters promptly or do not comply with our in house complaint procedure within 8 weeks from the date we receive your complaint in writing.
Property Redress Scheme1st floor Premier House
Elstree Way
Borehamwood
WD6 1JH