Complaints Policy

Here at Potts Gray Management Company Limited we pride ourselves on our reputation and satisfaction of our customers. Our customers are at the heart of everything we do here at Potts Gray, and we welcome their views to help with our commitment to continuous improvement in order to maintain an excellent level of customer service which our customers should expect.

If you feel that you have not received this high level of service from Potts Gray, we would like to know about it. We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the party that has made the complaint.

Our policy is:

• To provide a clear and fair complaints procedure which is easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint and what other options they have.
• To ensure everyone at Potts Gray knows exactly how to deal with a complaint.
• To make sure all complaints are investigated fairly and in a timely way.
• To ensure that complaints are, wherever possible, resolved and all relationships are maintained.
• To gather information to continuously improve what we do.

What is a Complaint?

A complaint is any expression of dissatisfaction about any aspect of Potts Gray Management Company Limited. This could be due to the level of service we have provided or a member of staff within the Company who has not helped in the way that they should.

As the agent responsible for appointing any contractor to work on the communal area of your estate, should any complaint you have be in relation to a contractor, we will investigate this with the same level of investigation as any other complaint relating to Potts Gray.

Where Complaints Come From?

A complaint can relate to any aspect to the service we provide and may come from any person or party who feels that we have not received the level of service expected from Potts Gray Management Company Limited.

If a 3rd party is to make a complaint on your behalf, then we require written authority or consent to consider the complaint.

How can you make a Complaint?

An expression of dissatisfaction can be made verbally by telephone and any formal complaint in writing.

Please address all formal complaints to the following address:

Potts Gray Management Company Limited
South Shields Business Works
Henry Robson Way
South Shields
Tyne and Wear
NE33 1RF

Or email to info@pottsgray.co.uk

Once a complaint has been received by Potts Gray, an acknowledgement letter will be issued within 3 days. A copy of the procedure will be enclosed.

The complaint will be investigated, and a final response provided within 15 working days. If you feel that the complaint has not been satisfied, then this will be escalated within the business for an investigation to be carried out and a further acknowledgement issued. A final response will be provided within 4 weeks.

After further investigation if a further response cannot be provided within 4 weeks, this will be acknowledged by the company. A final response must be provided within 8 weeks of the initial complaint providing details of the TPO.

If you remain un-satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has lapsed since the complaint was first made) you can request an independent review from The Property Ombudsmen without charge.

Should you wish to escalate your complaint in this way, please find the appropriate details below:

Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
The Property Ombudsmen
Milford House
43-55 Milford Street
Salisbury
Wiltshire

Confidentiality

All complaints will be handled sensitively with only the necessary data will be disclosed in order to fully investigate the complaint. All information will be handled in accordance with data protection requirements.