Jakes Property Services

Complaints Procedure

Jakes Property Services aims to provide a professional and courteous service at all times. We are bound by the RICS code of practice relating to residential service charges. If you feel we have failed to meet the standards you would expect from us please let us know. If you make a complaint we promise:

•    That we will treat your complaint properly and fairly.
•    That your complaint will not affect your general dealings with us.
•    That we will apologise for any mistakes we have made, explain how it happened and put it right wherever possible.
•    That we will learn from our mistakes and avoid making the same mistakes in the future.

The Complaint process:

Stage 1

If you are dissatisfied with any aspect of our service please tell the person with whom you are dealing, who will try to help. We would prefer you to put your complaint in writing, in a letter or an email, however if you prefer to call us we will be pleased to take the details of your complaint over the phone. We will respond to your complaint within seven days of receiving it.

Stage 2

If the first response is not satisfactory your complaint will be transferred to a senior manager who will attempt to resolve the issue in as fair and impartial a manner as possible. This may involve asking you for more information and, where appropriate, you may be invited in to discuss your issue face to face. We will respond to your further complaint within seven days of receiving it.

Stage 3

If the second response does not resolve your complaint we will refer it to your landlord or residents management company. We will also provide you with contact details so that you can approach them yourself.

Finally

We offer access to a redress scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure. Jakes Property Services Limited is a member of the Property Redress Scheme and their contact details are as follows:

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.

Tel: 0333 321 9418

Email: info@theprs.co.uk

Website (including online complaints form): www.theprs.co.uk

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