CUSTOMER COMPLAINTS PROCEDURE/POLICY
Introduction
We, Swansea4students Ltd, are committed to dealing effectively with any complaints you have about our service. If we have made a mistake we will apologise and try to put things right.
We review complaints regularly. Wherever possible, we will use this information to improve the way we do things. We also welcome comments and compliments about the service we have provided.
How to contact Swansea4students Ltd:
We want it to be simple and convenient for you to raise a complaint, make a comment or pay us a compliment.
To contact us:
Call: 01792 414123
Email: info@swansea4students.com
Write to: Swansea4students Ltd, 117 Walter Road, Swansea, SA1 5RE
What can you expect from us when you make a complaint?
If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention. We will ensure that:
• Your complaint is acknowledged within 3 working days of the date that it is received
• We will aim to resolve the complaint within 15 working days - if your complaint is more complex we may need more time.
• We will let you know within the 15 working day period if we think it may take longer to investigate your complaint and tell you how long we expect it to take, providing regular updates.
We will respect your right to confidentiality and privacy and we will treat you fairly and in accordance with our commitment to equality.
If you are asking us for a service for the first time e.g. repairs, you should give us a chance to put things right. If you are not happy with our response and you let us know, we will then treat it as a complaint.
The person who is investigating your concerns will firstly aim to establish the facts. In some instances we may ask to meet you to discuss your concerns.
Outcome
Following our investigation, we will let you know what we have found and we will use your preferred form of communication, such as letter or e-mail, when we contact you. We will explain how and why we came to our conclusions.
If we find that we have done something wrong, we will tell you this, explain what happened and apologise. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.
Putting things right
If there is a simple solution to your problem, we may ask you to accept this solution. For example, where you asked for a service and we see straight away that you should have had it; we will offer to provide the service rather than continue to investigate.
Staff training
We will make sure that our staff are trained to handle complaints effectively and receive appropriate training in the use of the Complaints Policy.
The Redress Scheme
We are a member of the Property Redress Scheme (PRS). You can contact the Redress Scheme at any time. However, they are unable to deal with a complaint until our complaints process has been completed, we have had a chance to put things right, and the PRS criteria is met, as outlined below:
• The Complainant must show that a formal written complaint has been sent to the Member within 12 months of the incident related to the complaint occurring.
• The Complainant has allowed a minimum of 8 weeks for the Member to investigate the matter and respond fully.
• After members final response to the complaint or after the Complainant has waited 8 weeks from sending the complaint letter and the Complainant has not received a response, a complaint can be referred to the PRS within 12 months of the formal letter of complaint being sent to the Member.
You can contact the PRS:
Call: 0333 321 9418
Email: info@theprs.co.uk
Write: Property Redress Scheme, Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
You can file a complaint with the PRS here; www.theprs.co.uk/complain
Find your new home today!
01792 414123
info@swansea4students.com