CUSTOMER COMPLAINTS PROCEDURE
As a member of The Property Ombudsman (TPO) Scheme and The Property Redress Scheme (PRS), Oudini Estates aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:
? If you believe you have a grievance, please write in the first instance to
Ms. Noemi Balogh-Koszta at the address below:
[email protected]
? The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.
? If you remain dissatisfied with the result of the internal investigation, please contact Mr. M. Oudini who will review the complaint, he can be contacted at:
[email protected]
? Following the conclusion of our in-house review we will write to you with a final written statement.
? If you are dissatisfied with the conclusion of the in-house review of the complaint, you can choose from the following refer the matter to:
o The Property Ombudsman (TPO) scheme, Complaint Enquiries: 01722 333306 (Lines are open, Monday – Friday 9am – 1pm excluding bank holidays) or write to them at their registered office address: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
o The Property Redress Scheme (PRS) you can download the Complaint Form from https://www.theprs.co.uk/Resource/ConsumerResource/8. You should return your completed Complaint Form and supporting evidence to the Property Redress Scheme by email to
[email protected]. Alternatively please post to: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. For the avoidance of doubt, PRS will only review complaints made by consumers.