Complaints Procedure
CONSUMER CLIENTS COMPLAINTS HANDLING PROCEDURES
We have appointed Mrs M T Field, Managing Director of Fieldhouse Residential Ltd to deal with complaints on behalf of the Company. If you have a question or if you feel that you need to make a Complaint, please do not hesitate to contact her.
If you have initially made a complaint verbally, whether face-to-face or on the telephone, please also make it in writing, addressed to Mrs M T Field, giving full details of the nature of your complaint and to whom it was initially made. This is to ensure we fully understand exactly what your complaint is and have a written record of it.
THE PROCESS
The first stage of our complaints handling procedure will involve full consideration of your complaint by Mrs. M T Field, Managing Director and on behalf of Fieldhouse Residential Ltd. Once we have received your written complaint, we will contact you in writing within three working days to acknowledge receipt. We will then provide you with a full response within fifteen working days of receipt of the initial written complaint. If you are happy with the outcome of our investigation into your complaint the matter will conclude.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
1 In the case of Business to Business Survey related matters:
CEDR Solve The International Dispute Resolution centre 70 Fleet Street London EC4Y 1EU (t) 020 7536 6060 (f) 020 7536 6061 (e) info@cedr-solve.com (w) www.cedr-solve.com
2 In the case of general Lettings related matters:
The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, Wiltshire, United Kingdom, SP1 2TJ (t) 01722 333 306 (f) 01722 332 296 (e) admin@tpos.co.uk (w) www.tpos.co.uk (w) www.tpos.co.uk/consumers/make-a-complaint
Please note the following:
You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.