At Collective Property Co., we are committed to providing a professional service to all our clients and customers. However, if something goes wrong, we want to hear from you. Your feedback helps us improve our standards and deliver the best possible service.
How to Make a Complaint
If you have a complaint, please put it in writing and send it to our registered company address. Include as much detail as possible so we can fully understand the issue.
If we do not address your complaint within eight weeks, you may be able to refer the matter directly to the Property Ombudsman for an independent review.
What Happens Next?
Acknowledgement
We will send you a letter within three working days to confirm we have received your complaint. This letter will also include a copy of our complaints procedure for your reference.Investigation
An office manager will review your file and speak with the staff member involved. Within 15 working days of acknowledging your complaint, we will send you a written response explaining the outcome of our investigation.Further Review
If you are not satisfied with our response, you can contact us again. A senior member of staff will then carry out a separate review. We will write to you with our final viewpoint within 15 working days of receiving your request.Independent Review
If you remain dissatisfied after our final response, you can contact the Property Ombudsman for an independent review.
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You must submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter.
The Ombudsman requires that you first complete this in-house complaints procedure before escalating your case.
