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 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 days to acknowledge receipt. We will then provide you with a full response within fifteen 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.
However if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaint’s handling procedure, which is The Property Ombudsman Ltd, the contact details are:-
- In the case of Business to Business Survey related matters:-
The International Dispute Resolution centre
70 Fleet Street
(t) 020 7536 6060
(f) 020 7536 6061
- In the case of general Lettings related matters:-
The Property Ombudsman Ltd
43-55 Milford Street
(t) 01722 333 306
(f) 01722 332 296
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.