Complaints
Procedure
At Aureate Residences, we are committed to providing exceptional service. However, we understand that sometimes things may not meet your expectations. This procedure outlines how we handle complaints fairly and efficiently.
Our Commitment
We take all complaints seriously and aim to resolve them promptly and fairly. Our goal is to learn from any issues raised and continuously improve our services. Every complaint is treated confidentially and without prejudice.
Complaint Process
Initial Contact
Contact us within 7 days of the issue arising. Provide full details of your complaint including dates, times, and any relevant documentation.
Within 7 daysAcknowledgement
We will acknowledge your complaint within 3 working days and assign a dedicated case handler to investigate your concerns.
3 working daysInvestigation
Our team will thoroughly investigate your complaint, gathering all relevant information and speaking with all parties involved.
Up to 15 working daysResolution
We will provide a written response detailing our findings and proposed resolution. If you remain dissatisfied, you may escalate to our senior management.
Within 8 weeks totalHow to Contact Us
To make a complaint, please contact us using one of the methods below. Please include as much detail as possible to help us investigate your concerns.
External Redress Scheme
If you remain dissatisfied after following our internal complaints procedure, you may refer your complaint to The Property Ombudsman for an independent review. We are members of The Property Ombudsman scheme.
Visit The Property Ombudsmanwww.thepims.co.uk
Affiliations
