We at Best Property Investments Ltd are committed to providing a high quality, professional service to all our clients, customers, and individuals we work with or along-side. When an issue arises, we need you to tell us about it. This helps us improve our service, ensuring all who choose to use our services do so with confidence.
If unfortunately you do have a complaint, please put it in writing, try to include as much detail as possible and send it to us at email@example.com. Doing so will help us determine the best course of action for all parties. Once a complaint has been received, we have 8 weeks to consider the issue, if we have not resolved it within this time frame you may decide to refer your complaint to The Property Ombudsman; an independent government approved redress scheme.
- Once a complaint is received, we will send you a letter/or email (please decide a preference when making the complaint) acknowledging the complaint within 3 working days, including a copy of this procedure.
- We will then investigate your complaint and determine an outcome based upon the findings. A formal decision and outcome of the investigation will be put into writing and sent to you within 15 working days after sending the letter of acknowledgement.
- If, after receipt of this letter you are still unsatisfied, you should then contact us again and specify how you would like the complaint to be handled and how you feel the decision made was unacceptable. We will then review your proposal and decide upon the best course of action.
- We will write to you within 12 working days of receiving your proposal to confirm our final viewpoint on the matter.
If unfortunately, you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review of the complaint.
The Property Ombudsman
Please be advised: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint, including any evidence to support your case.
Note that, The Property Ombudsman requires that all complaints are addressed through this in-house complaints’ procedure, before any submission for an independent review.