Complaints Procedure

Anstey's complaints procedure has been structured to ensure that concerns are dealt with as quickly & efficiently as possible

Anstey Residential Limited

IN-HOUSE COMPLAINTS PROCEDURE

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 to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

LAST AMENDED: DECEMBER 2020

This Complaints Procedure was last amended in December 2020 and supersedes any earlier version. We may change this Complaints Procedure from time to time by amending this page.

Crestwood Property Management Limited t/a Anstey Property Management

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a quality service to our clients and customers. However, if we do not meet your expectations and you are dissatisfied with the service that we provide then please let us know. This will help us to improve our standards. Most complaints can be resolved by open honest communication between all stakeholders.

We have a three-stage procedure to ensure any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow:

How do I make a complaint?

Step 1:
In the first instance please discuss issues or concerns you have with us via email to admin@anstey-pm.co.uk A member of the team will respond to you and help you with any questions or queries that you may have.

Step 2:
If after following Step 1 you still have concerns, or you don’t feel that your complaint has been resolved satisfactorily then please put your complaint in writing including as much
detail as possible to: 

Anstey Property Management (Complaints)
11 Kings Park Road
Southampton
SO15 2AT

When contacting us and in order that we can resolve your concern as quickly and efficiently as possible, we ask that you provide the following information in your complaint:

  • Your name, address, email address if possible and a daytime telephone number on which you can be contacted.
  • The name of the individual staff member within the company you have been dealing with.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong.
  • Details of what you would wish to put right.  

Your complaint will be acknowledged within 3 working days of receipt, enclosing a copy of this procedure. You will be advised of the name, position and contact details of the person responsible for investigating your complaint. A director will conduct an internal investigation into your complaint, following completing of the internal investigation a formal written
outcome will be provided to you within 15 working days of sending the acknowledgement letter.  This will include details of any proposed actions.  We hope that this response will
resolve the matter to your satisfaction.

Step 3:
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an
independent review from The Property Ombudsman without charge. We are a member of The Property Ombudsman Scheme below:

The Property Ombudsman Limited
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333306
admin@tpos.co.uk
www.tpos.co.uk

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our formal written outcome, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.

LAST AMENDED: DECEMBER 2020

This Complaints Procedure was last amended in December 2020 and supersedes any earlier version. We may change this Complaints Procedure from time to time by amending this page.