Complaints Policy

 

Introduction

 

Bansal Property Management Ltd is committed to providing excellent service. We value our customers and strive to handle all complaints in a fair, efficient, and professional manner. This policy outlines our procedure for handling complaints, ensuring we resolve issues promptly and to your satisfaction.

 

How to Make a Complaint

 

We encourage you to contact us as soon as an issue arises so we can address it quickly. You can submit a complaint in the following ways:

 

* Email: Send an email to bansalpropertyservices@gmail.com

* Post: Mail a letter to our office at:  Bansal Property Services Ltd, 83 High Road, Chadwell Heath, Romford, Essex,       RM6 6PB

* Phone: Call us at: 07353 760354

 

When submitting your complaint, please provide the following details to help us investigate thoroughly:

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* Your full name and contact information

* The address of the property in question

* A clear description of your complaint, including any relevant dates, times, and names of staff members involved * What action you would like us to take to resolve the issue

 

Our Complaints Procedure

 

We will follow a three-stage process to ensure your complaint is handled effectively:

 

Stage 1: Acknowledgment and Initial Review

* We will acknowledge receipt of your complaint within 3 working days.

* The complaint will be assigned to a member of our team who will review the details.

* We may contact you for additional information if needed.

 

Stage 2: Investigation and Resolution

* Our team member will conduct a thorough investigation into the matter, gathering all relevant information and speaking with any staff members involved.

* We aim to provide a full response with a proposed resolution within 10 working days of receiving your complaint. If the investigation requires more time, we will contact you to let you know and provide an updated timeline.

* Our response will explain the outcome of the investigation and the action we will take to resolve the issue.

 

Stage 3: Escalation

* If you are not satisfied with the resolution provided in Stage 2, you may request that your complaint be escalated. Please do so in writing, explaining why you are not satisfied with our initial response.

* The escalated complaint will be reviewed by a senior manager or director who was not involved in the initial investigation.

* The senior manager or director will conduct a final review and provide you with a written response within 15 working days. This response will represent the final viewpoint of Bansal Property Management Ltd.

 

What if I'm still not satisfied?

If, after following our full complaints procedure, you remain dissatisfied, you may have the right to refer your complaint to an independent redress scheme. We are members of Property Scheme, and you can contact them for a free, impartial review of your case.

 

Property Redress Scheme

7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE

0333 321 9418

http://www.propertyredress.co.uk 

 

Please note that you must have completed our internal complaints procedure before a redress scheme can consider your complaint.

 

Commitment to Improvement

We take all complaints seriously as they provide us with valuable feedback to improve our services. We are committed to using this feedback to review our processes and training to prevent similar issues from happening again.Thank you for your cooperation and for helping us maintain our high standards.