Customer Complaints Procedure

You can make a complaint verbally or in writing. For the clearest record, we recommend email or letter. Please include:

• your name and contact details;
• the property address or account/reference details, where relevant;
• a clear description of what has happened and when;
• copies of any relevant emails, photographs, invoices or other evidence; and
• what you would like us to do to resolve the matter.

Acknowledgement: We will acknowledge a service complaint promptly, normally within 3 working days, and confirm who is dealing with it.

Investigation: We will review the relevant records, speak with the people involved where necessary, and consider the complaint fairly and objectively.

Response: We aim to provide a written outcome within 15 working days. If the matter is complex or we need more information, we will explain the reason for any delay and keep you updated.

Final review: If you remain dissatisfied, tell us which parts of the response you disagree with. A senior person who was not directly responsible for the original issue will review the complaint where practicable and issue our final position.

3B Management Services Ltd is a member of the Property Redress Scheme (PRS). If you have made a formal written complaint to us and the matter has not been resolved to your satisfaction, you may be able to refer the complaint to the PRS.

Under the PRS complaints conditions, the member must first have had an opportunity to resolve the complaint. PRS can generally consider a complaint once a final written response has been issued and the complainant remains dissatisfied, or more than eight weeks have passed since the formal written complaint.

PRS details: Property Redress Scheme · 0333 321 9418 · info@theprs.co.uk · www.theprs.co.uk

PRS membership number: PRS060441

If your complaint concerns how we have collected, used, stored, shared or protected your personal information, or how we have handled a data protection rights request, we will treat the relevant part as a data protection complaint.

We will acknowledge a data protection complaint within 30 days of receiving it, make appropriate enquiries without undue delay, keep you informed where the investigation takes time, and explain the outcome. You may also raise a concern with the Information Commissioner’s Office (ICO), although the ICO generally recommends giving the organisation an opportunity to resolve the issue first.

ICO: www.ico.org.uk · 0303 123 1113 · Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

ICO registration number: ZB945514. Registration with the ICO does not constitute ICO approval or endorsement.