Policy / Redress Scheme
Avtar Properties have a Complaints Handling Procedure in place.
Day to day issues should be dealt with informally. If the customer is still not satisfied, then they should avail of the formal procedure.
For formal complaints, We will appoint a senior staff member as complaints handler, and he/she will review all complaints under Property redress scheme. We will produce a standard complaint form with details including name, contact details, details of complaint and how they would ideally the complaint to be resolved.
We will try to address as many complaints as possible informally, but the formal complaints procedure is in place should this not satisfy all parties.
Each redress system will have two stages. Stage one gives Avtar Properties the opportunity to review and consider a complaint in full. We will try to resolve the complaint to the client’s satisfaction. If the client is not happy with our response, he/she can take the complaint to Stage 2. Stage 2 gives the client the opportunity to have his/her complaint reviewed and considered by Property redress scheme.
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask you to put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.
We will produce a standard complaint form with details of complainant’s name, contact details, details of complaint, details of any previous attempts to resolve the complaint and how they would like the complaint resolved.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to under Property redress scheme.
1. The Complainant must show that a formal written complaint has been sent to Avtar Properties within 12 months of the incident related to the complaint occurring.
2. The Complainant has allowed a minimum of 8 weeks for Avtar Properties to investigate the matter and respond fully.
3. After the Member’s final response to the complaint or after the Complainant has waited 8 weeks from sending the complaint letter and the Complainant has not received a response, a complaint can be referred to Property Readdress Scheme within 6 months of the formal letter of complaint being sent to the Member.
Please send your written complaint to:
127 Brudenell Road
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response we will update you within 4 weeks and we endeavour to resolve the matter completely within 8 weeks.