We are committed to providing high quality services to clients. We value complaints and use information learnt from them to help us improve the services we offer. If something goes wrong or you are dissatisfied with what we are providing, please tell us – you should feel free to raise matters of concern without risk of disadvantage. Please find detailed below our complaint procedure and how to make a complaint.
All complaints should be put in writing.
Initial query
Our members of staff have been trained to address any queries raised by our clients; their experience is based on the day-to-day dealings with clients regarding all manner of queries relating to the rental of the property.
If you are not happy with the response provided to you by the member of staff dealing with your query, your complaint will be raised to Stage 1 of the complaints process.
Stage1 – Department/ Branch Manager
At Stage 1, your complaint will be addressed by the manager of the department, who will look into the query raised by you, and discuss the matter with the member of staff to assess whether the response given is fair and impartial.
We will acknowledge all written complaints within 3 working days.
We aim to resolve complaints quickly and effectively and would expect to give you our decision at Stage 1 within 21 working days, unless there are exceptional circumstances, then we will advise if extra time is needed in writing.
If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.
Stage2 – Senior Manager
Stage 2 is dealt with a senior manager of our company, who deals with the day to day management of members of staff, and the implementation of the Company’s policies and procedures. If you wish to pursue your complaint further, please send in a written complaint to the following:
Mr Taher Boksh
Senior Manager
Victor Michael Ltd
74 Leytonstone Road
Stratford
London E15 1SQ
E:
[email protected]
If you are still not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 3 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.
Stage 3 - Regional Manager
Stage 3 is dealt with the Regional Manager of our company, who deals with the review of existing policies and procedures, and also with implementing any new procedures that may be required. If you wish to pursue your complaint further, please send in a written complaint to the following:
Ms.C. Barford
Regional Managing
Victor Michael Ltd.
74 Leytonstone Road
Stratford
London E15 1SQ
E:
[email protected]
The response from the Regional Manager will be the “final response” and if you are still dissatisfied with our response, you have recourse to pursue your complaint to our external governing bodies.
We are members of The Property Ombudsman, ARLA and NALS, and we follow their guidelines, should you wish to contact one of them please find their websites below:
www.tpos.co.uk/
www.arla.co.uk
www.nalscheme.co.uk/
It bothers me greatly that you can post such an unsubstantiated review on this website without once having contacted me to make me and my staff aware of your troubles. I doubt very much that you are a landlord of my company. The story that you have produced as a review cannot be corroborated by any of the staff of my company. It seems highly unlikely that nobody would be aware of such a catastrophic situation where a brand new property was so severely damaged it cost over £17,000 to rectify. I also find it inconceivable that 3 families were living in this property, and that they happened to damage it to the point where it would be inhabitable for them. The least believable part of your story is that I would ever tell one of my clients to "F*** off" as you so eloquently put it.
At Victor Michael, we have an established procedure for complaints that is both tried and tested. If a client of ours is unsatisfied, their first port of call is to the Branch Manager. In this case, it would be the Leytonstone office as this is the office you say you dealt with. If you remained dissatisfied with the outcome, you would have then been given the opportunity to contact the Area Manager, Chris Barford. In the unlikely event that you still sought further redress, you would have then been put into contact with the Director of the company, whom you already know is Mr Victor Khatri.
If you still remained dissatisfied with the outcome, you still have the option of contact one or all of the three of the independent bodies with whom my company is registered with. The first of which is the Association of Registered Lettings Agents (ARLA), who have placed very strict operating procedures on the firm. They are the governing body for letting agents and have the authority to both adjudicate on any complaint received by any of our clients and impose penalties on its members should they find any evidence of mal-practice.
You also have the option of contacting the Office of Fair Trading and the Property Ombudsman, both of whom will act as independent arbitrators in the event that they receive a complaint against my company. Again, this is a free service for the customer but we pay quite handsome sums to these organisations in the event that there is a complaint. Clearly, if I were not confident that my firm operates in strict accordance with the rules, I would not place my finances and my reputation on the line.
The fact that you did not follow any of the above protocol can only mean one thing. That is you are unable to provide the necessary evidence to demonstrate that you are a client of Victor Michael Ltd. You simply wanted to write a frivolous and dishonest review about your alleged dealings with my company. I do not normally respond to negative criticisms on theses various websites, but made exception to your storey as I know it simply cannot be true.
I am a man of principal and honour, and nothing is more important to me than ensuring the tenants we select are suitable and credible, and the landlord’s properties are well looked after with the rent paid on time. I started my company, Victor Michael Ltd, over 23 years ago and have only grown in size because of our reputation and loyalty from our clients.
If you would like to call me to discuss anything that you are unsure of, please do so on 020 8519 2000. You can also contact the Office of Fair Trading or the Property Ombudsman quoting membership number NO2765.
I am confident that this review has come from one of our competitors who may also be a disgruntled employee. I would also like to make the point that this website does not substantiate any comments made and so they simply cannot be relied upon.
Regards
Mr V Khatri
Director of Victor Michael Limited