Customers’ Complaint Procedure
Berisfords aim to provide all our tenant clients and landlords with the highest standards of customer service in every aspect of its business. In order to ensure that all your interests are protected at every stage of the lettings process, we have put a complaints procedure in place, which will be followed in dealing with any complaint made. Our aim is to address any issues or disputes as quickly as possible and to the satisfaction of all parties concerned.
Stage One – Office Manager
In the first instance we would ask that all complaints be made to the branch manager, preferably in writing. All complaints will be acknowledged within 3 working days of receipt. In order to address any issues quickly we would prefer that initial complaints be made by email. We will make every effort to address any complaint made the same working day wherever possible and in every case no later than 5 working days from the initial notification of the problem.
Stage Two – Managing Director
If you consider that your complaint remains unresolved or are unhappy with the response received, then please write to our Managing Director with a summary of the problem at the following address:
The Managing Director
20-23 Woodside Place
Please ensure to provide full contact details in your letter including a contact email address and telephone number. Your complaint will be acknowledged within 3 working days of receipt and we will provide you with a full written response within 15 working days. This response will provide a review of your original complaint, detail the Managing Director’s findings and will provide our final view of how we think that your problem can be resolved.
Stage Three – The Property Ombudsman
If you are still not happy at the response received from our Managing Director then you may approach The Property Ombudsman Service. Details on how this may be progressed will be outlined in the Managing Director’s final response letter and can also be found online at www.tpos.co.uk