Property Hub Lets - Complaints Procedure

Property Hub Lets aim to provide a professional service to the highest level of customer satisfaction.

Property Hub Lets is also committed to using complaints to review and improve the services provided.

Property Hub Lets intend to resolve all complaints at the first point of contact and informally usually by the
Property Manager. When informal resolution is not possible, Property Hub Lets has a clear and fair complaints procedure to follow.

Complaints should be made by email to:

Head of Property Management: complaints@propertyhub.net

There are two stages to the Property Hub Lets Complaints Procedure:

STAGE 1 – Head of Property Management Review

• We will acknowledge your complaint within 3 working days of receipt.

• We may request further information to assist with the investigation if required.

• Property Hub Lets Head of Property Management will undertake a full investigation into your complaint and speak to all the people involved to formulate a response.

• A response will be sent to you in writing email within 5 working days from acknowledgment.

• More complex complaints may require longer to investigate. If a response cannot be prepared within 5 days, we will let you know when a full response can be expected.

• If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by writing to the Chief Operating Officer clearly stating the reasons why you do not agree with the stage one response.

STAGE 2 – Chief Operating Officer Review

• We will acknowledge your stage two complaint within three working days of receipt.

• We may request further information to assist with the investigation if required.

• All documentation relating to your complaint will be provided to the COO who will carry out a complete and detached review.

• You will receive a written statement prepared by the Property Hub Lets COO who will set out the review findings and expressing Property Hub Lets final viewpoint within 10 working days.

• If a response cannot be prepared within this timescale we will let you know when this can be expected.

If you remain dissatisfied, you have the right to refer your complaint to:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

www.tpos.co.uk

Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.