Complaints Procedure

At Railton-Meeks Property Management Ltd we are committed to providing a professional, transparent and high standard of service to all clients, tenants, landlords, leaseholders and contractors.

If you are dissatisfied with any aspect of our service, we encourage you to tell us so we can investigate and attempt to resolve the matter promptly and fairly.

Stage 1 – Initial Complaint

All complaints should initially be made in writing by email or letter and addressed to:

The Complaints Manager
Railton-Meeks Property Management Ltd
Email: info@railtonmeeks.co.uk

Please include:

• Your full name and contact details
• The property address concerned, if applicable
• Details of your complaint
• Copies of any supporting documentation or correspondence
• Details of how you would like the matter resolved

We will acknowledge your complaint in writing within 3 working days of receipt.

A full investigation will then be carried out by a senior member of staff not directly involved in the matter where possible.

We aim to provide a full written response within 15 working days of receiving the complaint.

If additional time is required due to the complexity of the matter, we will write to you explaining the reason for the delay and provide an estimated response date.

Stage 2 – Senior Review

If you remain dissatisfied following our Stage 1 response, you may request a further review by a Director or Senior Manager.

This request must be made within 28 days of our Stage 1 response.

The review will consider:

• The original complaint
• The investigation undertaken
• Any additional evidence provided
• Whether our procedures and obligations were correctly followed

We will issue our final viewpoint letter within 15 working days of receiving your request for review.

Stage 3 – Independent Redress

If you remain dissatisfied after receiving our final viewpoint letter, or if more than 8 weeks have passed since your complaint was first raised, you may refer the matter to our independent redress provider:

The Property Ombudsman

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306

Website: https://www.tpos.co.uk

Consumers must refer complaints to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

Please note that The Property Ombudsman will only consider complaints once our internal complaints procedure has been exhausted.

Additional Information

Regulatory Compliance

Railton-Meeks Property Management Ltd is committed to complying with all relevant legislation and professional standards, including but not limited to:

• The Housing Act 2004
• The Landlord and Tenant Act 1985
• The Tenant Fees Act 2019
• The Data Protection Act 2018
• Housing Health and Safety Rating System (HHSRS)
• Anti-Money Laundering Regulations
• Consumer Protection from Unfair Trading Regulations 2008
• The Renters’ Rights legislation and subsequent amendments when enacted

Record Keeping

For legal and regulatory purposes, all complaints and related correspondence may be retained securely in accordance with our data protection and retention policies.

Abuse or Unreasonable Behaviour

We reserve the right to limit or cease correspondence where a complainant behaves in an abusive, threatening, discriminatory or unreasonable manner towards our staff or contractors.

This will not affect your legal rights or your right to refer the matter to an independent redress scheme.

Alternative Legal Remedies

Nothing within this complaints procedure restricts your statutory rights or your ability to seek independent legal advice at any stage.