Complaints Procedure

Premier Estates Limited is committed to providing a high quality estates management service, however we recognise that occasionally issues will arise. When something goes wrong we need you to tell us about it, as this will speed up the resolution process and help us to improve our service delivery. In accordance with good practice we set out below the process that you should follow if you are dissatisfied with any aspect of our service.

In relation to all complaints except those relating to insurance:

Our policy is to provide a response to all correspondence within five working days. If more time is required, you will receive an acknowledgement within five working days that will give you an indication of when a full reply will be sent. We aim to complete steps one to three below and resolve the issue to the satisfaction of all parties within a maximum of eight weeks of receiving written notification.

Step One

The first point of contact for any complaint should be the Manager responsible for the management of your development. (If you live at a “manned” site this will be your Development Manager or if you live at an “un-manned” site this will be our Estates Manager). If, after raising the matter informally with your Manager, you are not happy with the way in which the issue is being handled, your complaint should be put in writing to the Manager concerned.

Step Two

If, having received a written response from your Manager, you are still dissatisfied and feel it necessary to take the matter further, your complaint should be put in writing to the relevant Regional Operations Director. Your Manager will have informed you of the Regional Operations Director’s contact details. The Regional Operations Director will investigate the matter and respond with suggestions if possible for an amicable solution.

Step Three

If you remain dissatisfied after the Regional Operations Director has responded to your complaint, the matter may be referred to the Operations Director for review.

Finally

Once every stage of the above process has been exhausted, if you still feel that your complaint has not been satisfactorily addressed or you have received a letter from us stating that we feel we cannot come to a mutual agreement regarding your complaint (a deadlock letter), or more than eight weeks has elapsed since the complaint was first raised, you have the ability to refer the matter to The Property Ombudsman (“the Ombudsman”), without charge. The Ombudsman must be contacted within six months of our final letter for them to accept the complaint.

It is a requirement of the Enterprise and Regulatory Reform Act 2013 that we offer access to an Ombudsman scheme to provide an independent redress mechanism in the event that we have been unable to resolve your complaint through our in-house complaints procedure. The Property Ombudsman provides a free and independent service and has been approved by the Government to run a redress scheme. Their role is to investigate complaints fairly by looking at the facts and listening to both sides of the story. Once every stage of the above process has been exhausted, they can be contacted as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

t. 01722 333 306
e. admin@tpos.co.uk
w. www.tpos.co.uk

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In relation to complaints relating to insurance:

If you wish to register a complaint or request a copy of our complaints procedure please contact Clear Insurance Management Limited:

In writing, addressed to 1 Great Tower Street, London, EC3R 6AA;
By telephone to 020 7280 3450;
By email to complaints@thecleargroup.com

If you cannot settle your complaint with Clear you may be entitled to refer it to the Financial Ombudsman Service. Full details can be found on their website: www.fos.org.uk or by calling 0800 023 4567.

A copy of Clear’s procedures for dealing with complaints is available on request.

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