COMPLAINTS

We hope you will never need to make a complaint about us.

We pride ourselves on being open, honest, clear and being able to find solutions benefical to all parties before a complaint is even considered.

How To Complain

We will do all we can to prevent complaints in the first place and come to a resolution that favours all parties, but if you feel our standards have fallen short of your expectations or our conduct was poor, you may wish to complain formally.

You can do so by:

  • Email to hello@verticalpm.co.uk

  • In writing to:

Vertical Property Management ltd,

Elder House West,

Elder Gate,

Milton Keynes,

MK9 1LR

To resolve your complaint, we would ask that you include the following information and evidence (if applicable):

  • An outline of your complaint explaining why you feel that we have fallen short of our first-class service

  • What you would like us to do to resolve it

  • Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:

  1. Names of the advisers you have spoken to in connection with the complaint and employees and associates of Vertical Property Management in connection with the complaint

  2. Time(s) and Date(s) of the incidence(s)

  3. Telephone number(s) and or Address(es) you have used to contact us and any written correspondence in connection with your complaint.

  4. Any other document in support of your complaint.

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.

The timescales for dealing with a complaint are as follows:

  • You will receive an ‘acknowledgment of receipt’ of your complaint from us within 3 working days of receipt of your complaint.

  • Within 10 working days of the acknowledgment, you will receive a full response.

  • If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.

  • After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.

PROCEDURAL SUMMARY TO RAISE A COMPLAINT;

STEP ONE

Telephone the person who has been your contact (if not resolved, proceed as below)

STEP TWO

Speak with the BRANCH MANAGER (if not resolved, proceed as below)

STEP THREE

Set out your complaint in writing to Vertical Property Management (if not resolved, proceed as below)

STEP FOUR

Take your complaint externally via the PRS (details below)

The Property Redress Scheme

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme (PRS) to ask them to investigate your complaint.

To take your complaint to The Property Redress Scheme you must first have carried out the following:

  • Made an official complaint to us, in writing;

  • You have waited 8 weeks for your complaint to have been resolved by us in writing;

  • It is still within 12 months from our last communication with you regarding this complaint

The Property Redress Scheme is a government-approved Redress Scheme that resolves complaints between Members and their consumers. The complainant must have exhausted the Member's internal complaints procedure and remain dissatisfied with the Member's response.

The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website www.theprs.co.uk.

To make a complaint, please contact the Property Redress Scheme directly or, alternatively, visit their website and fill out a Complaints Form.

The Property Redress Scheme contact details are as follows:

Property Redress Scheme

Premiere House 1st Floor

Elstree Way

Borehamwood

Hertfordshire WD6 1JH

T. 0333 321 9418