Complaints Procedure

In the unlikely event a complaint needs to be made and formally recorded, we will follow a simple procedure to record, investigate and address the complaint in a professional and timely manner using our ISO 9001:2015 Quality Management System.

Complaints are reviewed at our monthly Management Review meetings by Senior Management to identify areas of improvement in procedures and staff as part of our commitment to quality as an ISO 9001:2015 Registered company.

Here’s What Will Happen to Your Complaint:

1. The details of the complaint will be recorded on PBM Form #01-22 ‘Complaint Management Form’ and an initial investigation is carried out internally.
2. The Complainant receives a call back within 24 hours to detail the progress of the investigation.
3. Once the investigation is complete appropriate action will be taken and recorded on the Complaint Management Form – the Complainant is informed of the outcome of the investigation and any actions appropriate to the resolution which will be taken.
4. If the complainant is not happy, they may request the complaint be passed to the General Manager and then Managing Director for further investigation / appeal”

Independent Review:

If the complaint has still not been satisfactorily resolved within 8 weeks of it being made you can then take it onto an independent review at: The Property Ombudsman, contactable at:

Website: https://tpos.co.uk

Email: admin@tpos.co.uk

The Property Ombudsmun, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Phone: 01722 333306

If You Are Still Not Satisfied

Plymouth Block Management is a member of The Property Ombudsman. If your complaint has been through our own procedure and you are not satisfied with the outcome, you can refer it to the Ombudsman for an independent review. The Ombudsman is free to use for consumers and its decisions are binding on us if you accept them.

The Ombudsman will normally expect you to have completed our internal procedure first and to have a final response from us, so it is worth putting the complaint in writing and keeping the correspondence.

What to Include

A complaint is easier to resolve quickly when it identifies the building and the flat, sets out what happened and when, names anyone you have already dealt with, and says what outcome you are looking for. Copies of any relevant correspondence, invoices or photographs help.

Complaints about a service charge demand are handled through this procedure, but they do not extend the statutory time limits for challenging a service charge at the First-tier Tribunal, so raise both if you intend to dispute a cost formally.