Here at Fixer Property & Management Limited, we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, economic circumstances, bereavement, or not speaking English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will respond in line with the timeframes below. If we have not addressed your complaint within eight weeks, you may be able to refer it to the Property Ombudsman.
What will happen next?
- We will acknowledge receipt of your complaint within three working days and enclose a copy of this procedure.
- We will investigate your complaint. The office manager will review your file and speak to the staff member who dealt with you. A formal written outcome will be sent to you within 15 working days of receiving the complaint.
- If you are still unsatisfied, you can request a separate review by a senior member of staff. A response will be sent within 15 working days of your request.
- If you remain unsatisfied, or more than eight weeks have passed, you can request an independent review from The Property Ombudsman at no charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note:
You must submit your complaint to The Property Ombudsman within 12 months of our final viewpoint and include supporting evidence. The Property Ombudsman requires all complaints to go through this in-house procedure before an independent review.
