COMPLAINTS POLICY
At Quintain Living we strive to provide the best experience for our residents and customers and work hard to maintain our high standards.
If there are times where you feel we haven’t met the standards you expect of us, you can follow the process below to submit a formal complaint. We understand that complaints are an important part of customer feedback so we promise to take every complaint seriously.
Complainants will be treated fairly and receive timely and appropriate responses in line with the complaints process listed below.
COMPLAINTS PROCEDURE
STAGE 1 - YOUR COMPLAINT
Please email us your complaint.
STAGE 2 - OUR ACKNOWLEDGMENT
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 we 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 - OUR FINAL INVESTIGATION
If you remain unhappy, your subsequent complaint will be investigated and we will provide a written response outlining our final position and proposing resolutions where appropriate.
Timescale: Within 15 working days of receiving your subsequent complaint.
STAGE 5 - THE PROPERTY OMBUDSMAN
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333306 | www.tpos.co.uk | [email protected]
Timescale: You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
If we have not addressed your complaints within eight weeks, you can refer your complaint to The Property Ombudsman. No charge will be made for any complaint they handle.
We are part of the Propertymark Protected Scheme, a leading membership body for the property sector. If you have followed the steps outlined above and remain dissatisfied with the result, you may also raise a complaint with Propertymark within 6 months of receiving your TPO review. For more information, click here.
Personal data submitted to us will be processed in accordance with our privacy policy.
