Complaints Procedure

Complaints Procedure


Making a Complaint:

Fairway Residential Lettings are voluntary members of The Property Ombudsman Scheme (TPOS) for lettings and we strive to provide the highest standards of services to all our clients, both tenants and landlords.

Stage One – Staff Member

We understand that sometimes things don’t go to plan and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve thesituation with the member of our staff you have been dealing with.

Stage Two – Branch Manager

If they are unable to resolve the situation you may refer it to the Branch Manager. We request that you send a written summary of your complaint to the Branch Manager, within one month of completing Stage 1.
A staff member will be happy to provide you with the Branch Manager’s name and a contact address or email in order for you to contact them. The Branch Manager will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.

Stage Three - Managing Director

Should your complaint remain outstanding, or if you still remain dissatisfied with any aspect of our handling of your complaint, then please write to the Managing Director at the following address:

The Managing Director
Fairway Residential Lettings Ltd
Derby House
123 Watling Street
Gillingham
Kent
ME7 2YY

The Managing Director will acknowledge your complaint within three working days and will investigate your concerns. The Managing Director will review of your complaint, including how it’s been handled, which may include further investigations into the background of your case.
Within 10 working days from receipt of your letter, the Managing Director will set out in writing to you his findings and recommendations as a ‘final viewpoint’.

Stage 4 - The Property Ombudsman

After you have received a response from the Managing Director and you continue to be not satisfied with the proposed solution, you are at liberty to contact The Property Ombudsman Service (TPOS): Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP (Telephone 01722 333306 or e-mail admin@tpos.co.uk)

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 6 months of the date of the Managing Director’s final viewpoint letter.

It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.

Complaints Procedure