Complaints Handling Procedure
1. Purpose
Surbiton Block Management Limited is committed to delivering a professional and responsive property management service. We recognise that complaints are an opportunity to improve our services and maintain high standards of customer care.
This Complaints Handling Procedure (“CHP”) has been prepared to comply with the professional standards and expectations of:
• The Property Institute
• The Property Ombudsman
This procedure ensures complaints are handled fairly, transparently, promptly, and consistently.
2. Scope
This procedure applies to complaints received from:
• Leaseholders
• Freeholders
• Residents
• Resident Management Companies (RMCs)
• Right to Manage Companies (RTMs)
• Contractors
• Clients
• Members of the public affected by our services
A complaint is defined as:
“An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Surbiton Block Management Limited or its representatives.”
3. Principles
We will:
• Treat all complainants courteously and respectfully
• Acknowledge complaints promptly
• Investigate complaints fairly and impartially
• Keep complainants informed during investigations
• Provide clear written outcomes
• Learn from complaints to improve services
• Maintain records of complaints and outcomes
• Cooperate fully with the Property Ombudsman where applicable
4. How to Make a Complaint
Complaints should preferably be made in writing and include:
• Full name and contact details
• Property address
• Details of the complaint
• Relevant dates and supporting documents
• Desired resolution
Complaints may be submitted:
By Email:
info@surbitonblockmanagement.co.uk
By Post:
Surbiton Block Management Limited
59 Fleece Road, Surbiton KT6 5JR
By Telephone:
020 8243 4726
Where a complaint is made verbally, we may request written confirmation to ensure accuracy.
5. Stage One – Initial Complaint Investigation
Upon receipt of a complaint:
• We will acknowledge the complaint within 3 working days
• The complaint will be assigned to the appropriate manager or director for investigation
• We may request further information where necessary
We aim to provide a full written response within 15 working days of receipt of the complaint.
If additional time is required due to complexity, we will:
• Explain the reason for the delay
• Provide an updated timescale
• Issue a final response within a maximum of 28 working days
The response will include:
• A summary of the complaint
• Details of the investigation undertaken
• Our findings
• Any proposed resolution or remedial action
• Information regarding escalation rights
6. Stage Two – Final Internal Review
If the complainant remains dissatisfied, they may request a final review.
The request for escalation must be made within 21 calendar days of the Stage One response.
The review will be conducted by a senior manager or director not directly involved in the original investigation where possible.
We will:
• Acknowledge the escalation within 3 working days
• Provide a final written viewpoint within 15 working days
The final review response will clearly state:
• Our final position
• Any final offer or proposed action
• Details of the independent redress scheme available
7. Referral to The Property Ombudsman
If the complainant remains dissatisfied after completion of our internal complaints process, the matter may be referred to The Property Ombudsman.
Complaints must usually be referred to the Ombudsman:
• Within 12 months of receiving our final viewpoint letter
The Ombudsman will generally expect:
• Our internal complaints procedure to have been exhausted first
Contact Details:
Website:
https://www.tpos.co.uk
Address:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone:
01722 333 306
8. Record Keeping
We will maintain complaints register including:
• Complaint reference number
• Date received
• Complainant details
• Nature of complaint
• Investigation notes
• Outcome
• Timescales
• Lessons learned
Complaint records will be retained in accordance with applicable data protection requirements.
9. Confidentiality and Data Protection
All complaints will be handled confidentially and in accordance with:
• UK GDPR
• Data Protection Act 2018
Information will only be shared where necessary for investigation or legal/regulatory compliance.
10. Unreasonable or Vexatious Complaints
We reserve the right to limit correspondence where complainants:
• Use abusive or threatening language
• Make excessive or repetitive contact
• Refuse to engage reasonably with the process
Any such decision will be made fairly and proportionately.
11. Continuous Improvement
Complaints will be reviewed periodically to identify:
• Service failures
• Training needs
• Process improvements
• Contractor performance issues
The business will use complaint outcomes to improve service delivery standards.
12. Availability of this Procedure
This Complaints Handling Procedure will be:
• Available on our website
• Provided upon request
• Issued to clients where appropriate