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: customerservice@collectivepropertyco.com
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. If the complainant is still not satisfied after the last stage of our in-house complaints procedure, or if more than eight weeks have elapsed since the complaint was first made (whichever occurs first), the complainant may refer the matter to The Property Ombudsman without charge.
The Property Ombudsman
Approved Redress Scheme
Collective Property Co. is a member of The Property Ombudsman scheme, which provides an independent and free service for resolving disputes.
The Property Ombudsman Ltd
Postal Address:
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone:
01722 333 306
01722 333 306
Email:
admin@tpos.co.uk
Website:
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.
We want to hear about your complaint in your own words. We know some people find AI tools such as ChatGPT helpful, but AI-generated text can make it difficult for us to understand your concerns, which will increase the time it takes us to respond, and we may need to ask you to re-submit your concerns.
