Complaints Procedure - Complaints Procedure

Complaints Procedure

Prime Property Management Complaint Procedure

Prime Property Management is a member of the Property Ombudsman and aims to provide the highest standard of service to all customers. To ensure your interests are safeguarded a complaints procedure has been introduced. This provides for the matter to be dealt with internally by the firm and (in the event that we are not able to deal with the issue to your satisfaction) by reference to the Property Ombudsman.

If you believe you have a complaint please follow the procedure below:

Stage 1: If you are unable to resolve the matter with your assigned property manager, please place your complaint in writing to our office address (or by email to info@primepm.co.uk) for the attention of the branch manager. If you would like to know who your branch manager is then please call us on 0203 700 8733. The complaint will be acknowledged within 3 working days and a formal response will be sent to you within 15 working days.

Stage 2: If you are not satisfied with the outcome you have a further opportunity for the complaint to be reviewed by our Managing Director, Stephen Wiles. Please send your further comments or concerns to him at our address below or by email to stephen.wiles@primepm.co.uk. The complaint will be acknowledged within 3 working days and a formal response will be sent to you within 15 working days.

In the event that this final review still fails to satisfy your complaint then you are at liberty to have the matter referred to the Property Ombudsman. You are also entitled to have your complaint referred to the Ombudsman on request. You are also entitled to have your complaints referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in house procedures within 8 weeks from the date we receive your written notification.

The Ombudsman’s address is as follows

The Property Ombudsman
Milford House
43-45 Milford Street
Salisbury
Wiltshire, SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk