Complaints Handling Procedure

Complaints Handling Procedure

Whilst we aim to provide you with the best customer service possible, sometimes things don’t always go to plan.

If this should happen or you feel that we have not dealt with something as you would have liked, please let us know. We will work with you to put things right and we will always use your feedback to improve things where we can.

We are committed to addressing all complaints fully and fairly and within a reasonable timeframe. We have a system in place to help us deal with any complaints which includes:

We are committed to addressing all complaints fully and fairly and within a reasonable timeframe. We have a system in place to help us deal with any complaints which includes:

  • Asking you what we can do to put things right.
  • Ensuring there is a clear path of escalation to senior management should your complaint require further investigation.
  • Ensuring that the person looking into your complaint has sufficient knowledge and experience of managing your leasehold property.
  • Reviewing complaints so that we learn from your feedback and can continue to improve the quality of our service.

If you are not satisfied with our service, this policy sets out the ways in which you can make a complaint and if necessary, how to take it further

You can contact us by telephone, letter, email or in person via the following:

Customer Services
Mainstay Group Limited
Whittington Hall
Whittington Road
Worcester
WR5 2ZX

Email: customerservices@mainstaygroup.co.uk

Phone: 01905 357777

You can contact us by telephone, letter, email or in person via the following:

The Process

1. First Stage 1. First Stage

1. First Stage

When raising an initial complaint please provide us with as much information as possible, including your contact details and any evidence you wish to be investigated.

A member of the Customer Support Team will acknowledge your complaint within one working day and let you know who is responsible for investigating this fully. We aim to resolve most problems within five working days, however if our investigation requires more time we will contact you to explain the reason why and to let you know when you can expect to hear from us.

2. Second Stage 2. Second Stage

2. Second Stage

If you are unhappy with our response you can ask to escalate the issue to a member of our Management Team. You should use the same contact details and state that you would like a management review of your complaint.

Our Customer Support Team will acknowledge your request within one working day and let you know who will be conducting the review of your complaint. We will carefully consider all the details of your complaint and we may contact you to discuss the case further. We will aim to conclude the review within five working days but if this is not possible we will contact you to explain why and when you can expect to hear from us

3. Third Stage 3. Third Stage

3. Third Stage

If, after a review by our management team you are not satisfied that your complaint is resolved, please contact us using the same contact details to let us know.

Our Customer Support Team will acknowledge your complaint within one working day and will request that our Executive Director considers the complaint.

We will do so as quickly as possible and will aim to respond within ten working days.

The Property Ombudsman

We always try to fully resolve your concerns but if, after the third stage review, we are unable to reach an agreement with you (sometimes referred to as deadlock) or more than eight weeks has elapsed since the complaint has been made, you can request an independent review by The Property Ombudsman.

This is a redress mechanism approved by the Government and the regulatory board of The Royal Institution of Chartered Surveyors (RICS) of which we are a member firm. The Ombudsman provides a free and in dependent service where their role is to investigate complaints fairly by listening to both sides of the story and looking at the facts. Their contact details are:

Correspondence address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

Telephone:
0330 440 1614

Website:
www.tpos.co.uk

In the case of commercial property complaints, the procedure is as stated above; however, the right of redress would be to the RICS Dispute Resolution Service.