HAVE WE DONE SOMETHING WRONG?

 

When working within property, we know from time-to-time things don’t always go as smoothly as we’d like them to. Here at Berkeley Estates & Management we will always do our best to correct any mistakes as we 100% believe in treating all our customers fairly and strive to provide the best service possible to all. Ultimately our aim is to resolve the matter as soon as possible by:

• Listening and understanding what has gone wrong.

• Looking for ways to resolve the matter in the best way possible.

• Explaining what action, we have taken to resolve the issue.

 

What do you need to do?

In order for us to work with you to resolve the issue, we need to know what’s gone wrong in as much detail as possible. To resolve your issue in the most efficient way, please contact the representative who is dealing with your situation/enquiry as they will have detailed knowledge of you and your property. They will work with you to try to put things right.

 

Stage One – Formal Complaint

Occasionally the local team can’t help you put things right, if you are not happy with the responses received please get in touch with the General Manager. Contact will be made within three working days, so you know the complaint has been received and is being handled. After this, the General Manager will internally investigate the issue/complaint alongside the company Director. A formal response will be submitted within 15 working days.

 

Stage Two – Formal Complaint

If the General Manager and Director are unable to resolve your complaint or more than 8 weeks have passed since you first made your complaint you can refer the case to the ombudsman. This is a free independent service; they will undertake a full case review and the actions Berkeley Estates & Management have taken to try to resolve the case. Berkeley Estates & Management are members of The Property Ombudsman (TPO) who’s details can be found below:

 

The Property Ombudsman (TPO)

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

 

01722 333306

admin@tpos.co.uk  

www.tpos.co.uk

 

Please note that any referral to The Property Ombudsman must be made within 6 months of receiving our full and final response.