Complaints Procedure

Initiative Property Management Ltd

Complaints Handling Procedure
Our Complaints Policy
We are committed to providing a first-class service to our customers. If you are not
happy with our service to you, we earnestly request that you to tell us about it. This
will help us to improve our standards.

If You Have A Complaint
If you have a complaint, please contact us via postal letter or email. Please see our
contact details below.

Our Complaints Procedure
1. We will then investigate your complaint. This will normally involve passing your
complaint to a director of the firm who will review the matter and speak to the member of staff who acted for you.
2. We will send you a written reply to your complaint, including suggestions for
resolving the matter, within an appropriate timeline.
3. At this stage, if you are still not satisfied, you may refer the matter to the Property
Ombudsman Service.

If we have to change any of the timescales above, we will let you know and explain
why.

Should you have any questions on our complaints procedure, please do not hesitate
to contact us.

Initiative Property Management Limited
Tel: 01202 309569
Email: steven@initiative-pm.com