At swansea4students we pride ourselves on excellent customer service to all landlords and tenants and believe that providing the highest standards of service and support is just as important as any other aspect of property management.
If you feel that these standards have not been met and are unhappy with the level of service provided, then we would like to hear from you, and we’ll endeavour to resolve the complaint.
For us to resolve a complaint as quickly and efficiently as possible, we’ve outlined a simple four stage complaints procedure.
Stage 1
The initial complaint is to be directed in writing to the member of staff you’ve been consulting with. In most circumstances, we believe complaints can be resolved efficiently between both parties without the requirement to escalate the complaint further.
Please allow 5 working days for the complaint to be acknowledged by the member of staff, and 10 working days for the complaint to be resolved from the date initially raised.
Stage 2
If you feel the member of staff has not resolved the initial complaint within 10 working days from the date initially raised, then your complaint should now be referred to the branch manager in writing to:
The Branch Manager, Swansea4students Ltd, 117 Walter Road, Swansea, SA1 5RE
Or via email to:
Please provide a full summary of the initial complaint raised in stage 1, the name of the member of staff involved, and the reason you believe this has not been resolved.
Please title the subject line as follows: FAO; The manager, Complaint procedure, Stage 2
The manager will review the complaint summary in detail and will also investigate the matter with the member of staff to obtain a full picture of the complaint. The manager will then respond to the complaint in writing outlining their findings, potential recommendations on how to resolve the complaint, or that they believe the complaint has been resolved.
Please allow 5 working days for the complaint to be acknowledged by the manager in writing, and 10 working days for the complaint to be resolved from the date stage 2 was initially raised.
Stage 3
In the event that stage one and two have been undertaken and you feel that your complaint has not been resolved, and you would like further investigations, then please write to the managing director at:
The Managing Director, Swansea4students Ltd, 117 Walter Road, Swansea, SA1 5RE
Or via email to:
Please provide a full summary of the initial complaint raised in stages 1 and 2 and the reason you believe this has not been resolved between the original member of staff and the branch manager.
Please title the subject line as follows: FAO; The managing director, Complaint procedure, Stage 3
The managing director will conduct a thorough investigation of all correspondence provided by the complainant in stages one and two and will make internal enquires with the member of staff and managing director involved during the complaint.
The managing director will then respond to the complaint with a final internal proposal or viewpoint on whether the complaint has been successfully resolved.
Please allow 5 working days for the complaint to be acknowledged by the managing director, and 15 working days for the complaint to be resolved from the date stage 3 was initially raised.
Stage 4
Should you feel your complaint has not been resolved by Swansea4students, and you remain unsatisfied with the outcome, then you can contact the Property Redress Scheme for a third party independent review.
For the complaint to be considered by the Property Redress Scheme the following set of criteria must be met by the complainant:
1- The Agent/Professional must be a Member of the Property Redress Scheme - check the ‘Member List’.
2- The Complainant must show that a formal written complaint has been sent to the Member within 12 months of the incident related to the complaint occurring.
3- The Complainant has allowed a minimum of 8 weeks for the Member to investigate the matter and respond fully.
4- After the Member’s final response to the complaint or after the Complainant has waited 8 weeks from sending the complaint letter and the Complainant has not received a response, a complaint can be referred to us within 12 months of the formal letter of complaint being sent to the Member.
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01792 414123
info@swansea4students.com