Complaints Procedure

Family Homes Property Services Ltd prides itself on excellent levels of customer service. However, occasionally you may feel the service received is below our usual high standards and it is our aim to address any concerns you may have as quickly as possible. With this in mind please see our complaints procedure below.

Information for Customers

Family Homes Property Services Ltd aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level. Informal Stage All issues/complaints should, in the first instance, be raised informally with the Team Member you have been dealing with. He or she will endeavour to resolve your issue/complaint immediately, and no later than three working days of the first notification. If your complaint directly relates to the member of the Team, please address your concerns to the Branch Manager. Should your complaint be particularly complex and require additional time to respond, you will be notified at the earliest possible opportunity with a date by which it is anticipated a response will be provided.

Formal Stage One – Branch Manager If you feel your complaint has not been satisfactorily resolved at the informal stage, you may then further your complaint, which must be in writing, to the Branch Manager. You must write to them within 7 days of receiving the informal response. Your letter should be directed to: Mrs Laura Johnson, Family Homes Property Services Ltd, 25a West Street, Sittingbourne, Kent ME10 1AL. The Branch Manager will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

If your complaint directly relates to the Branch Manager, please address your concerns to the Director. Should your complaint be particularly complex and require additional time to respond, you will be notified at the earliest possible opportunity with a date by which it is anticipated a response will be provided.

Formal Stage Two – Director If you feel your complaint has not been satisfactorily resolved, you may address your concerns in writing to the Director within 14 days of the response from the Branch Manager. Your complaint should be directed to:

Mr Sunil Popat, Director,

Family Homes Property Services Ltd,

25a West Street, Sittingbourne,

Kent ME10 1AL.

Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Should your complaint be particularly complex and require additional time to respond, you will be notified at the earliest possible opportunity with a date by which it is anticipated a response will be provided.

Stage Three – The Property Ombudsman After you have received a response from the Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide, or online at http://www.tpos.co.uk. Please note that you must do so within 12 months of the date of the final letter.

The Property Ombudsman Milford House

43-55 Milford Street Salisbury

Wiltshire SP1 2BP

Tel: 01722 335 458

The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

V2.08/17