Complaint Handling Procedure

We are committed to providing a quality, professional service to all our clients and customers.  If things go wrong, and they occasionally do, we need you to tell us what went wrong so that we can ensure it doesn’t happen again.  Feedback whether it be positive or negative is a valuable source of information that helps us to improve the service offered.  If your expectations are not met and you feel dissatisfied about the service you received we need to know so that something can be done.

Initially we would always encourage customers to informally talk over any problems, we usually find that they can be resolved through discussion and previously unanswered questions can be answered.  Should that informal discussion not resolve your concerns and mounting frustrations then Smeaton Block Ltd do have a formal, 2 stage, ‘in house’ complaints procedure that can be followed. 

Stage 1 – Your complaint and our acknowledgement

If possible, put your complaint in writing to the Block Manager, Helen Hynard –

Smeaton Block Ltd
The Office, 204 Central Park Towers,
28 Central Park Avenue
Plymouth,
PL4 6NE

If it is not possible to do this, we can take details of the complaint either over the phone or in person and ask you to corroborate them as a true understanding of events.  Please include as much detail as you can:

• your name, address and a contact telephone number
• the nature of the complaint, what you believe to have gone wrong and how you would like it to be rectified
• date of incident, names of any members of staff you dealt with and the office location of the individual/s you dealt with

Where you are able enclose / attach any supporting evidence.  Keep copies of all the correspondence you send and make notes of any conversations or telephone calls you have had.  Your complaint will be acknowledged, and we will start our ‘in house’ complaints process.

Timescale – We will acknowledge your complaint within 3 working days of receipt.

Stage 2 – Our investigation and final viewpoint

An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provided with a full written response with details of what actions we have taken or will take. It is hoped that the proposed resolutions will resolve the matter to your complete satisfaction. If you remain dissatisfied, you should contact us again and the matter will be referred to a director of the company and they will conduct a separate review. Following that you will be contacted within a further 14 days. This will outline our final viewpoint on the matter.

Timescale – Within 14 working days of receiving your complaint. 

Stage 3 – The Property Ombudsman

If our final viewpoint letter does not resolve matters and you are still not satisfied 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 can take the matter up with the Ombudsman Services: The Property Ombudsman Scheme is a free service –

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

01722 333306
www.tpos.co.uk
admin@tpos.co.uk

Timescale – You will need to submit your complaint to The Property Ombudsman within 12 months of receiving Smeaton Blocks’ final viewpoint letter, including any evidence to support your case.