Complaint Handling Procedure
- Introduction
We are committed to providing a high standard of service to all our clients. If something goes wrong, we want to know about it. This Complaints Handling Procedure explains how you can make a complaint, how we will deal with it, and what you can do if you are not satisfied with our response.
2. Making a Complaint
If you have a complaint, please contact:
Name: Mr. Sebastian Chan Position: General Manager Address: Office 209-210, Oakland House, 76 Talbot Road, Old Trafford, Manchester M16 0PQ
Telephone: +44 (0)161 706 1208 Email: Info@citycomfortapartments.co.uk
You can make your complaint in person, in writing, by email, or over the phone.
3. Stage One – In-House Complaint Handling
We aim to resolve all complaints quickly and efficiently. Upon receiving your complaint:
• We will acknowledge it within 5 working days.
• We will investigate thoroughly and aim to respond fully within 15 working days.
• If we require more time, we will update you on the progress and provide a revised timeline.
• You will receive a Final Viewpoint Letter summarising our findings and position on the matter.
4. Stage Two – Independent Redress
If you remain dissatisfied after receiving our Final Viewpoint Letter, you can refer your complaint to the relevant independent redress scheme:
If you are a landlord, tenant, buyer or seller:
Property Redress Scheme (PRS) (if you’re a member of PRS instead of TPO) Website: https://www.theprs.co.uk Email: complaints@theprs.co.uk Tel: 0333 321 9418
5. Record Keeping
All complaints will be recorded and kept on file for a minimum of 6 years in accordance with our legal obligations and for quality assurance purposes.
6. Further Help
If you need support in making a complaint, we are happy to assist or recommend appropriate services (e.g., advocacy groups or Citizens Advice).
