01242 222307 Professional, worry-free management of
your occupied leasehold properties

Professional, worry-free management of
leasehold properties

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leasehold properties

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Complaint Procedure


The steps we take to handle complaints about any aspect of our services.

  

Our commitment to you…

This page tells you how we deal with any complaint you may have and aims to demonstrate our commitment to customer service.

If you have a complaint ….

Please contact a member of staff at Circle Residential Management Limited.  Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with the property reference and details of the issue.  We may ask you to outline your complaint in writing to ensure we have a thorough understanding of the facts.

What happens if we cannot resolve your complaint straight away …

There may be occasions when we need more time to carry out investigations and therefore we will not be able to resolve your complaint straight away.  If this is the case, we commit to the following timetable:

Within 5 business days from the date of your complaint:

We will try to provide you with a full reply.  If this is not possible, we will confirm in writing that we are looking into your complaint and who will be handling it on your behalf.

Within 4 weeks from the date of your complaint:

Your complaint will have been investigated and we will write to you with our response.  If we are still not in a position to resolve your complaint then we will inform you of the reasons and when we will make contact again.

Within 8 weeks from the date of your complaint

In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with our final response. After our final response we may deem the matter to be closed then we reserve the right not to enter into any further correspondence.

If you are still dissatisfied we are members of the Property Redress Scheme

If you wish to pursue your complaint you may contact the Property Redress Scheme (PRS) and ask them to investigate your complaint. In order to take your complaint to The PRS you must first have carried out the following:

You have waited 8 weeks from the date of your written complaint to us for a response; and it is still within six months from our last communication with you regarding this complaint.

The PRS is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The PRS is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the PRS directly or alternatively fill out a Complaints form on their website.

Contact details:

Website          www.theprs.co.uk

By Email        info@theprs.co.uk

By Post          The Property Redress Scheme, Ground Floor, Kingmaker House, Station Road, New Barnet, EN5 1NZ

 

If you are still dissatisfied and the issue is regulated by the FCA

If you wish to pursue your complaint you have the right within six months of our final response, to ask the Financial Ombudsman Service to review your case.  The Financial Ombudsman Service is there to act as an impartial adjudicator and is responsible to the Financial Conduct Authority and not to us.  You can find out more about the service by contacting:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.  Telephone: 0845 080 1800.  www.financial-ombudsman.org.uk.  Email:  enquiries@financial-ombudsman.org.uk 

If you have any queries about our complaints process please contact:

Circle Residential Management Limited, 8 Rockfield Business Park, Old Station Drive, Cheltenham, GL53 0AN

 

FCA

Authorised and regulated by the Financial Conduct Authority for insurance mediation. Registration No. 311747

PRS

Property Redress Scheme. Membership No. PRS003346