Complaints

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Ombudsman

Unit 159756

PO Box 7169

Poole

BH15 9EL

01722 333 306

This email address is being protected from spambots. You need JavaScript enabled to view it.

This email address is being protected from spambots. You need JavaScript enabled to view it.

Please note the following:

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

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Lettings Complaints

Alan Kirkham Lettings: Internal Complaints Handling Procedures

Kirkham Property Lettings: Internal Complaints Handling Procedures

Here at Kirkham Property Lettings we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:

Membership details

Kirkham Property is a member of the Property Redress Scheme (PRS). By belonging to this organisation, we are required to follow strict professional standards.

Stage One – Property Manager

We would request that you initially make your complaint in writing to your Property Manager, advising exactly what the issue is. We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

Kirkham Property Management Limited

FAO: Ashleigh Carr-Russell

Address: 509 Middleton Road, Chadderton, Oldham OL9 9SH

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Tel: 0161 925 3759

We will then investigate your complaint. This will be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

Stage Two – Lettings Manager

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Kirkham Property Management Limited

FAO: James Patchett

Address: 509 Middleton Road, Chadderton, Oldham OL9 9SH

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Tel: 0161 925 3759

Stage Three – The Property Redress Scheme

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress without charge.

The Property Redress Scheme

PRS Complaints

Kingmaker House

Station Road

Barnet

Hertfordshire

EN5 1NZ

The contact details of the Property Redress Scheme are as follows:

Telephone: 0208 275 7131, email: This email address is being protected from spambots. You need JavaScript enabled to view it., website: www.theprs.co.uk or post:

PRS Complaints, Kingmaker House, Station Road, Barnet, Hertfordshire, EN5 1NZ

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

The Property Redress Scheme may not consider your complaint until you have exhausted our internal complaints procedure