ESTATE AND PROPERTY MANAGEMENT LIMITED COMPLAINTS PROCEDURE
We are committed to providing a high quality, accessible and responsive service to all lessees and freeholders with whom we work. If you believe that we have failed to meet these standards, we aim to ensure your complaint is dealt with in a swift and thorough fashion, treating all complaints seriously, promptly and in confidence.
Please use this procedure if your initial concern has not been resolved by the member of staff with whom you were dealing and to ensure you have the correct contact details:
Estate & Property Management Limited 5 Church Road Burgess Hill West Sussex RH15 9BB
Phone: 01444 410069
E-mail is firstname.lastname@example.org (or the Christian name of the person with whom you were dealing, followed by @epm-ltd.co.uk).
How do I raise a complaint? Please submit your complaint in writing to The Manager within 7 days of the above action not being resolved in a timely fashion.
Stage 1. The relevant manager will investigate your complaint and communicate with you and try to resolve, in writing, within 10 working days. If you are not happy with the outcome, please let us know within 7 days from the receipt of the Stage 1 communication.
Stage 2. A Senior Manager will look into your case and try to resolve your complaint. This again will be in writing within a further 10 working days. Again, if you are not happy with the outcome, please let us know within 7 working days from the receipt of the Stage 2 communication.
Stage 3. Unresolved complaints will then be referred to the Freeholder, Management Company or David Phillips MRICS of Commercial Management Limited for arbitration and we would expect this to be within 8 weeks from receipt of the initial complaint.
Stage 4. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then you can take the matter up with the The Property Ombudsman, without charge.
The Property Ombudsman: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Tel: 01722 333306