Thank you for visiting the complaints procedure section of our website. We are sorry that a part of our service has not lived up to our excellent-rated standard and we are keen to get any issues resolved as quickly as possible. On this page, you will find a detailed description of our complaint procedure and a step-by-step guide. If after reading the information below you are unclear of how it works, please contact a member of our aftersales team.
Our goal is to resolve issues quickly and professionally so our investors can get back to enjoying returns from their investment property.
In-house complaints procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter)
Step 1
Write or email your
complaint in detail to:
clientservices@staging.fabrikpropertygroup.com
Step 2
Within 3 days, you
will receive an
acknowledgement
receipt and complaint
procedure.
Step 3
Within 15 working days, a
formal written outcome
of our investigation will
be sent to you within
15 working days of the
acknowledgement letter.
Step 4
Within 15 working
days, if your complaint
is not resolved, an
escalated review will
be arranged.
Step 5
If your complaint is
not resolved to your
satisfaction, contact The
Property Ombudsman.
You must do this
within 12 months of the
original complaint.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If you are still not satisfied at this stage, you should contact us again, and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.
