Property Hub Invest

Complaints Procedure

Property Hub Invest aim to provide a professional service to the highest level of customer satisfaction. Property Hub Invest is also committed to using complaints to review and improve the services provided.

Property Hub Invest intend to resolve all complaints at the first point of contact and informally usually by the relevant Manager. When informal resolution is not possible, Property Hub Invest has a clear and fair complaints procedure to follow. Complaints should initially be made by email, to: [email protected]

There are two stages to the Property Hub Complaints Procedure:

STAGE 1: Head of Team Review

We will acknowledge your complaint by letter or email within 3 working days of receipt.

We may request further information to assist with the investigation if required.
The Head of the relevant team 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 by letter or email within 15 working days.
More complex complaints may require longer to investigate.
If a response cannot be prepared within 15 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 emailing [email protected] clearly stating the reasons why you do not agree with the stage one response.

STAGE 2: Senior Management 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 a member of the Senior Management team who will carry out a complete and detached review.
You will receive a written statement including the review findings and Property Hub’s final viewpoint within 15 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 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

[email protected]

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 complaint’s procedure, before being submitted for an independent review.

Property Hub Invest Ltd is a company registered in England and Wales with company number 07495608.
Suite 101, Bloc, 17 Marble Street, Manchester M2 3AW

Property Hub Invest Terms and Conditions