Complaints Procedure

We try and continue to improve our services and one of the ways we do this is by listening, dealing and responding to our clients and 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.

In the event of a complaint, we always look to deal with any views and issues in branch on the first occasion.

If to lodge a formal complaint, please see below the procedure we at Perfect Pads will follow with the complaint, as we are required by the Property Ombudsman.

Should you have a complaint please address this orally with the applicable staff member.

If your complaint to the applicable member of staff is not resolved, then your complaint will be passed to the branch manager.

If this is not resolved orally to the manager, please make the complaint in written form.

The complaint will be dealt within 15 working days of receipt, which an outcome of the complaint will be dealt with a final reply.

In some circumstances, an extension may be needed if staff are unavailable.

Should you remain not satisfied with the final outcome you will have the opportunity to refer the complaint to the Property Ombudsman, the redress scheme.

How to contact Perfect Pads-

Call: 01792 845 855
Email:info@perfect-pads.co.uk
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 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.

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 Ombudsman. 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 and we have had a chance to put things right.

Contact Details for the property ombudsman -

Tel: +44 1722 333306

Website: The Property Ombudsman scheme: free, fair & impartial redress (tpos.co.uk)

Physical address: Milford house, 43-55 Milford street, Sailsbury SP1 2BP