Corrie and Co view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Corrie and Co knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Corrie and Co Ltd.
Where Complaints Come From
Complaints may come from Vendors, Applicants, Landlords or Tenants. A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from staff, who should use Corrie and Co’s Discipline and Grievance policy, as set out in the Staff Manual.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with The Directors and Board.
Complaints Procedure of Corrie and Co Independent Sales and Lettings
Publicised Contact Details for Complaints:
Written complaints may be sent to David Corrie, Managing Director at The Estate Office, Cark in Cartmel, Grange Over Sands LA11 7PL or by e-mail to firstname.lastname@example.org
Verbal complaints may be made by phone or in person to any of Corrie and Co’s Staff.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, we hope they may be able to resolve it swiftly and should do so if possible and appropriate.
If a complaint cannot be resolved, the complaint information should be passed to Melanie Corrie, General Manager, at 14 King Street, Ulverston, Cumbria LA12 7DZ or by email to email@example.com. Verbal complaints may be made by phone or in person.
If the complainant feels that the problem has not been satisfactorily resolved at Stage Two, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to David Corrie, Managing Director. The request for Board level review will be acknowledged within a week of receiving it. Any formal complainants will receive a definitive reply within four weeks. If this is not possible because an investigation has not been fully completed, a progress report will be provided with an indication of when a full reply will be given.
The decision taken at this stage is final, unless the Managing Director or Board decides it is appropriate to seek external assistance with resolution.
The complainant can complain to the The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Information about the kind of complaints the Ombudsman will involve itself in can be found on their website at: www.tpos.co.uk
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.