Complaints Procedure
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We Cardiff Properties Management Ltd are committed to dealing effectively with any complaints you have about our service. If we have made a mistake we will apologise and try to put things right. We review complaints regularly. Wherever possible, we will use this information to improve the way we do things.
 

How to contact
 

It is recommended that any complaint is made by writing to us at: Cardiff Properties Management Ltd 15 Neptune Court Vanguard Way Cardiff, Wales CF24 5PJ

Alternatively, send an email to: lettings@cardiffproperties.org

 

What can you expect from us when you make a complaint? If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention.  We will ensure that:

• Your complaint is acknowledged within 3 working days of the date that it is received
 

• We will aim to resolve the complaint within 15 working days - if your complaint is more complex
we may need more time.
 

• We will let you know within the 15 working day period if we think it may take longer to investigate
your complaint and tell you how long we expect it to take, providing regular updates.
We will respect your right to confidentiality and privacy and we will treat you fairly and in
accordance with our commitment to equality. If you are asking us for a service for the first time e.g.
repairs, you should give us a chance to put things right. If you are not happy with our response and
you let us know, we will then treat it as a complaint. The person who is investigating your concerns
will firstly aim to establish the facts. In some instances we may ask to meet you to discuss your
concerns.
 

The Redress Scheme
 

We are a member of Property Redress You can contact the Redress Scheme at any time. However,
they are unable to deal with a complaint until our complaints process has been completed and we
have had a chance to put things right.

www.propertyredress.co.uk
 

Property Redress, Limelight, 1 st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Telephone: 03333219418  Email: info@propertyredress.co.uk