Complaints Policy

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Our aim is to provide a service that our clients, and the tenants that we accommodate on behalf of our clients, expect and endeavour to ensure that they are satisfied at all times. 

However, if you are dissatisfied with the service that you have received and you wish to complain, we respectfully ask that you first telephone the person who has been your main contact at the company and explain what you are dissatisfied with and why. 

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If after speaking with your main contact, you are unable to resolve your complaint, it may be escalated to one of the Managers or Directors of the company to contact you and discuss. 

If, after speaking with the appropriate people within the company, you remain dissatisfied and/or you are unhappy with the way in which your complaint has been handled, then you should compose a formal written complaint by email to:

management@fikacoliving.co.uk

In order to resolve a formal complaint, we would ask that you include the following information and evidence where applicable: 

• An outline of your complaint explaining why you feel you have not received the service that you expected 
• What you would like us to do to resolve the issue 
• The names of all people involved and any supporting documents 

On receipt of a formal complaint, we will investigate and respond to you accordingly. 

The time scales for handling and responding to a formal written complaint are as follows:

• Within 3 working days of receipt of your formal written complaint, we will send you written acknowledgement in reply to your email 
• Within 10 working days of our written acknowledgement in reply to your complaint, we will send you a full response 
• If we are unable to resolve the matter with you within 10 working days, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received 

After our final written response, we may deem the matter to be closed. If we deem the matter closed, then we reserve the right not to enter into any further correspondence.

If, after making a formal complaint, you are unhappy with the response received from us, you can contact the The Property Redress Scheme (PRS), a government approved redress scheme who resolves complaints between their members and their members' consumers and of whom we are members, to ask them to investigate your complaint. 

The PRS is free to use for the complainant and further information and guidance on how to make and resolve complaints is available on their website here: www.theprs.co.uk/Complain

Our PRS membership number is PRS027320.