Complaints and Procedures
We at West Country Accommodation wish to provide a high standard of service to our customers, landlords and letting agents at all times. Whilst we endeavour to do our very best, there is a possibility that you may be dissatisfied with the way that we handle a situation.
Should you wish to make a complaint please follow the steps below:
1. Contact your Property Manager
In the first instance you should make contact with your property manager. This is the person who gave you their contact details at the beginning of your contract. He or she genuinely wishes to resolve your complaint in the least disruptive way to you as possible, and always aims to respond within ten working days.
2. Email or Write to the Complaints Officer
If you are unsatisfied with your property manager’s response you should email or write to our complaints officer using the contact details below. Please give a full description of the complaint and copies of any supporting evidence, along with your full name, full address of the property in question and your reply email or postal address. The complaints officer will only respond if you have first contacted your property manager.
The complaints officer will acknowledge receipt of the complaint within three working days and explain to you how we intend to resolve it.
FAO The Complaints Officer
West Country Accommodation
Ground Floor, 21 Hutton Hill
3. Investigation and Resolution
We will investigate your complaint thoroughly and you will receive a final viewpoint letter/email within 14 working days. This will explain the outcome of the investigation and, if we are at fault, an outline of our intentions to rectify the matter.
4. Property Ombudsman Review
If you are still unsatisfied at this stage, you may take your complaint to the Property Ombudsman within six months of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed our in-house complaints process first. For more information on the Property Ombudsman please go to tpos.co.uk.