Giant PM's - Complaints Procedure

Statement of Intent

Giant Property Management Ltd (Giant PM) aims to provide an expert and a professional quality property management service. However, if for any reason you are unhappy with the service you receive, we have the following complaints procedure which should be followed to make a complaint.

Giant PM’s complaints procedure is open to anyone who receives or requests a service from Giant PM, including Leaseholders, Tenants, Clients and staff from other businesses that we deal with.

Purpose

It is accepted that most complaints will be made informally to members of staff and will be resolved without the need for further action. Also, if Giant PM receives a complaint from you and we feel it is appropriate in the circumstances. We may telephone you in an attempt to resolve the matter immediately.

Complaints may include

• Delays or failure to provide a service

• Dissatisfaction with our policies and procedures

• Perceived unsupportive behaviour by staff or contractors

• Failure to achieve Giant PM’s published standards

How to make a formal complaint

If your complaint is not resolved informally, to escalate further and raise a formal complaint, please write or email the address below. Please set out your concerns together with copies of any documentation which will help us to investigate.

Please title your correspondence “Formal Complaint.”

Correspondence Address:

Giant Property Management,

The Old Post Office,

1533 Pershore Road,

Stirchley,

Birmingham

B30 2JH

Email Address: hello@giantpm.com

All complaint correspondence will be acknowledged within three working days of receipt.

Resolution

It is Giant PM’s objective to resolve your complaint to your satisfaction within this first stage of the formal complaints procedure. The Directors of Giant PM will work to address all of your concerns, provide a detailed explanation and offer an appropriate resolution.

To allow time for detailed investigation, we will aim to respond within ten working days.

Review

If you feel the matter needs to be taken further then, upon your request, the complaint will proceed to review. Another Company Directors will review your complaint and the response, and provide the final answer will be made. We will aim to respond within ten working days.

If you are still not satisfied following the review from two Directors of Giant PM, then you can refer your complaint to The Property Ombudsman. He will provide an independent review without charge.

The Property Ombudsman (TPO)

TPO provides consumers with an alternative dispute resolution service and is designed to achieve a full and final settlement of your complaint. The TPO can, where appropriate award compensatory awards in individual cases.

Contact details are as follows:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Tel: 01722 333 306

Email: admin@tpos.co.uk

Please note that complaints must be referred to the Property and Housing Ombudsman within 12 months of Giant PM's final ruling