Complaints Policy
Complaints Handling Procedure for Clients
We are committed to providing a top quality service but acknowledge that service can fall short of expectations from time to time. If we do not meet your expectations and you are dissatisfied, then we wish to know and will work to find a resolution.
Most complaints stem from a lack of communication and we may have misunderstood your instructions or our customers misunderstand the services we provide. We make every attempt to provide clear and concise communications but accept that misunderstandings happen from time to time.
Our complaints handling procedure has 3 stages to ensure any complaint is dealt with thoroughly fairly and that anyone with a grievance is aware of the procedure to follow thus avoiding any additional frustration.
How do I make a complaint?
Step 1
In the first instance, we would encourage you to discuss any problems informally in person, by email or by phone with your usual point of contact at MW Blockman Ltd e.g. your property manager. They will be able to help and answer any questions you may have.
Step 2
If the informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint by email to info@mwblockman.com, or in writing to MW Blockman Ltd, 85 Great Portland Street, London, W1W 7LT. To ensure receipt and response in a timely manner, we would prefer you to contact us by email. Your complaint will be acknowledged within 2 working days for email and 5 working days for postal.
The designated complaint handler will conduct an internal investigation into your complaint, following completion of the same; they will provide you with a final response usually within 10 working days. This will include any action we have taken or will take.
In order that we can help resolve your concern as quickly and efficiently as possible, we ask that you provide the following information in your complaint:
Step 3
If you remain dissatisfied after the last stage of the in-house complaint procedure, or more than 8 weeks has elapsed since the complaint was first made, then you have the right to take the matter up with an independent redress provider. We have chosen to use the following redress providers:
The Property Ombudsman Ltd
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
01722 333 306
www.tpos.co.uk
We are committed to providing a top quality service but acknowledge that service can fall short of expectations from time to time. If we do not meet your expectations and you are dissatisfied, then we wish to know and will work to find a resolution.
Most complaints stem from a lack of communication and we may have misunderstood your instructions or our customers misunderstand the services we provide. We make every attempt to provide clear and concise communications but accept that misunderstandings happen from time to time.
Our complaints handling procedure has 3 stages to ensure any complaint is dealt with thoroughly fairly and that anyone with a grievance is aware of the procedure to follow thus avoiding any additional frustration.
How do I make a complaint?
Step 1
In the first instance, we would encourage you to discuss any problems informally in person, by email or by phone with your usual point of contact at MW Blockman Ltd e.g. your property manager. They will be able to help and answer any questions you may have.
Step 2
If the informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint by email to info@mwblockman.com, or in writing to MW Blockman Ltd, 85 Great Portland Street, London, W1W 7LT. To ensure receipt and response in a timely manner, we would prefer you to contact us by email. Your complaint will be acknowledged within 2 working days for email and 5 working days for postal.
The designated complaint handler will conduct an internal investigation into your complaint, following completion of the same; they will provide you with a final response usually within 10 working days. This will include any action we have taken or will take.
In order that we can help resolve your concern as quickly and efficiently as possible, we ask that you provide the following information in your complaint:
- Your name
- Address
- Email address
- Telephone number
- Details of the property in question if different from above
- A clear description of your complaint, giving concise details of what you believe has gone wrong.
- Details of what you would wish to put right.
Step 3
If you remain dissatisfied after the last stage of the in-house complaint procedure, or more than 8 weeks has elapsed since the complaint was first made, then you have the right to take the matter up with an independent redress provider. We have chosen to use the following redress providers:
The Property Ombudsman Ltd
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
01722 333 306
www.tpos.co.uk