Complaints Procedure.
If something has gone wrong we would rather know. This is how to tell us, what we will do about it and by when, and where to go if our answer is not good enough.
This page is a working draft prepared for review. It has not been checked or signed off by a solicitor, and every item marked [CONFIRM: …] is a fact still to be supplied or verified before publication.
1. What this covers
If any part of our service has fallen short, we want to hear about it. This procedure applies to anyone who deals with Redpoint Property Group Ltd — property owners, tenants, applicants, contractors and anyone acting for them.
Most things are sorted out quickly by talking to the person handling your property. If that has not worked, or you would rather go straight to a formal complaint, follow the steps below.
2. How to make a complaint
Put your complaint in writing, so that we have a clear record of it, and send it to:
- Email: [CONFIRM: the complaints email address]
- Post: Complaints, Redpoint Property Group Ltd, 31 Church Road, Manchester M22 4NN
Complaints are handled by [CONFIRM: the named complaints handler and their job title. A redress scheme will normally expect a named senior person].
3. What to tell us
- Your name, the property address and the best way to reach you.
- What went wrong, and when.
- Who you have already dealt with about it.
- What you would like us to do to put it right.
- Copies of anything that helps — emails, letters, photographs, invoices.
4. What happens next
| Stage | What we do |
|---|---|
| Acknowledgement | We write to confirm we have your complaint, and tell you who is looking into it. [CONFIRM: within 3 working days — the standard the redress schemes expect] |
| Investigation | We look into what happened, speak to the people involved and review the file, then send you a full written response setting out what we found and what we propose to do. [CONFIRM: within 15 working days of the acknowledgement] |
| Review | If you are not satisfied with that response, tell us why and a senior person who has not been involved will review it and write to you again. [CONFIRM: within 15 working days of your request] |
| Final response | Our review letter is our final response. It will say so, and it will tell you how to take the matter further. |
If something is going to take longer than the timescales above — because a contractor or a third party has to respond, for instance — we will tell you why and give you a new date.
5. If you are still not satisfied
Once you have our final response, or if eight weeks have passed since you first complained and you have not had one, you can refer the complaint to an independent redress scheme. It is free to you, and the scheme can look at the matter afresh.
[CONFIRM: the redress scheme Redpoint belongs to — The Property Ombudsman or the Property Redress Scheme — with its membership number, postal address, telephone number, website and the time limit for referring a complaint. Membership of an approved scheme is a legal requirement for lettings and property management work in England, and this section cannot be published until the membership is in place]
6. Other routes
- Tenancy deposits. Disputes about the return of a deposit are decided by the adjudication service of the scheme protecting it. [CONFIRM: the deposit scheme and its dispute service]
- Personal data. If your complaint is about how we have handled personal data, you can complain to the Information Commissioner’s Office — Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, helpline 0303 123 1113, ico.org.uk. Our privacy notice has more.
- Client money. [CONFIRM: the Client Money Protection scheme and how to claim against it]
7. Our record
We keep a record of every complaint, what we did about it and how long it took, and we review them so the same thing does not keep happening. Complaint records are held in line with our privacy notice.