Complaints Policy

Effective Date: 09.02.2001

At Bennet Page, we are committed to providing an exceptional level of service to all our clients and stakeholders. However, we understand that occasionally, things may not go as expected. This Complaints Policy outlines our process for addressing and resolving complaints fairly, efficiently, and transparently.

1. Scope of the Policy

This policy applies to complaints from:

• Tenants
   
• Landlords
   
• Contractors or suppliers
   
• Any party affected by the services we provide
   

We take all complaints seriously and view them as an opportunity to improve our services.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction—whether oral or written—about a service we have provided, failed to provide, or the conduct of a member of our team, which requires a response.

3. How to Make a Complaint

You can make a complaint via:

• Email: info@bennettpage.co.uk
   
• Post: Bennet Page, 40 Bank Street, London E14 5NR
   
• In Person: By appointment at our office
   

We recommend submitting complaints in writing to ensure clarity and accurate record-keeping.

4. What to Include in Your Complaint

To help us resolve your complaint quickly, please include:

• Your full name and contact details
   
• Details of the issue (dates, addresses, people involved)
   
• Any supporting documents or correspondence
   
• What outcome you are seeking
   

5. Complaint Handling Process

Stage 1 – Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt.

Stage 2 – Investigation

Your complaint will be investigated by a senior member of staff who was not directly involved in the matter. We aim to provide a formal response within 10 working days of acknowledgement. If more time is required (e.g., for complex matters), we will keep you informed.

Stage 3 – Final Response

We will issue a final written response outlining our findings and any steps we will take to resolve the issue. This should be within 15 working days of receiving the complaint, or sooner if possible.

6. If You’re Not Satisfied

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since your initial complaint without resolution, you may refer your complaint to:

The Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Phone: 0333 321 9418

Bennet Page is a member of the PRS and is committed to complying with its independent redress process.

7. Confidentiality

All complaints will be handled confidentially and in accordance with data protection laws. Only those directly involved in the investigation will be informed of the complaint.

8. Continuous Improvement

We regularly review complaint outcomes to identify recurring issues and implement service improvements.