As a member of ARLA (Association of Residential Letting Agents), NAEA (National Association of Estate Agents) and The Property Ombudsman, Atlantis Property Services Ltd aims to provide the highest standards of service to all its customers. To ensure that your interests are protected, in the unlikely event that we do not provide the service you were expecting, we offer both an internal and external complaints procedure.
Internal Complaints Procedure
If you believe you have a grievance, please write in the first instance to “The Property Manager” at:
23/24 Market Place
Reading
RG1 2DE
The grievance will be acknowledged immediately, investigated thoroughly in accordance with established “in-house” procedures, and a reply sent to the complainant within twenty-one days of receipt of the letter.
If, however, you remain dissatisfied with the result of the internal investigation, please write to
“The Senior Manager” at:
23/24 Market Place
Reading
RG1 2DE
The Senior Manager and his/her team will thoroughly investigate your complaint, and the results of the complaint at branch level, and will reply within twenty-one days of receipt of your letter. If after this time you remain unsatisfied, Atlantis Property Serviced Limited offers mediation between the complainant and the company.
External Complaints Procedure
If you remain dissatisfied, Atlantis Property Services Limited will recommend mediation services through ARLA (Association of Residential Letting Agents), NAEA (National Association of Estate Agents) or The Property Ombudsman.
Last updated at 8:23 AM 28/01/2015 by allAgents
As I am sure you have read in previous comments we are more than happy to discuss any issues you have with your tenancy with the company. Please do feel free to call.
I do however feel it important to correct you on some false information within your post.
We do not require or force you to take out contents insurance with our company, however, we require all tenants who reside in properties let through our company to hold appropriate contents insurance for their belongings, this can be taken out with a provider of your choice or with our company. This is clearly specified within the documentation which is provided to you before you sign up and pay the holding deposit. This is standard industry practice and most professional agents require tenants to hold contents insurance at all times.
Secondly if a property is let through our company where there is a connected person we do inform you prior to paying the holding deposit and agreeing to let the property. To ensure that this is clear we ensure that you sign a specific 1 page document to confirm that you are aware prior to entering into any financial commitment.
I am genuinely sorry that you had issues with our company during your tenancy and I would like to discuss these further so that we can make improvements to our service.
Kind regards,
Andrew Strong
Managing Director
Direct dial: 0118 955 7001
e-mail: [email protected]