COMPLAINTS PROCEDURE

We are committed to providing a professional and high-quality residential property management service. If something goes wrong, we want to know about it so we can put matters right as quickly and fairly as possible.

This Complaints Handling Procedure explains how complaints should be made and how they will be handled.

A complaint is an expression of dissatisfaction, whether justified or not, about the standard of service, actions or lack of action by us in the course of providing property management services.

Complaints should be made in writing to ensure clarity and a proper audit trail. This can be done by email or letter.

Contact details:
[Company Name]
[Address]
Email: [complaints@yourcompany.co.uk]
Telephone: [optional]

Please include:

• Your name and contact details
• The property address
• A clear description of the issue
• Any relevant supporting documents

• Your complaint will be acknowledged within 5 working days of receipt.
• The complaint will be investigated by a senior member of staff who was not directly involved in the matter (where possible).
• We will provide a written response within 15 working days of acknowledgement.
• If additional time is required, we will explain why and confirm when you can expect a full response.

If you are not satisfied with the Stage One response, you may request a review.

• Your request for review must be made within 10 working days of receiving our response.
• The complaint will be reviewed by a director.
• Our final written response will be issued within 15 working days.
• This response will set out our final position.

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first made your complaint and it has not been resolved, you may refer the matter to our redress scheme:

The Property Ombudsman (TPO)

You must refer your complaint to the redress scheme within 12 months of receiving our final response.

The redress scheme will consider your complaint independently and their decision will be binding on us.

We will:

• Keep a written record of all complaints.
• Retain complaint records for a minimum of six years.
• Use complaints to improve our service and procedures.

This Complaints Handling Procedure is:

• Available upon request.
• Published on our website.

Approved by: Olivia Frogley MTPI AssocRICS
Director for and on behalf of BETR Property Management Limited

Date: 3^rd March 2026

Next Review Date: March 2027