Complaints Procedure

At Cleaver Property Management, we are dedicated to delivering a professional service to our valued clients and customers. If, however, you encounter an issue, we encourage you to notify us promptly. Your feedback is invaluable in helping us enhance our service standards.

Please submit your complaint in writing, either by postal mail to:

Unit 4 Anvil Court, Denmark Street, Wokingham, RG40 2BB

or via email to:

Include as much detail as possible to assist us in addressing your concern effectively. We are committed to responding within defined timeframes. Should you feel that we have not adequately addressed your complaint within eight weeks, you have the option to refer the matter to the Property Ombudsman for their consideration, without waiting for our final viewpoint.

• Acknowledgment: Within three working days of receiving your complaint, we will send you a letter confirming its receipt. This letter will also contain a copy of this procedure.

• Investigation: Your complaint will be thoroughly investigated, usually by the head of the relevant department. They will review your file and engage with the staff member who interacted with you. You can anticipate a formal written outcome of this investigation within 15 working days of receiving the acknowledgment letter.

• Still Unsatisfied?: If, at this stage, you remain dissatisfied, please reach out to us again. We will arrange for a separate review by one of our Directors.

• Final Viewpoint: Within 15 working days of receiving your request for a review, we will write to you, confirming our final viewpoint on the matter.

• Independent Review: If you are still unsatisfied after the last stage of our in-house complaint procedure or if more than eight weeks have passed since your initial complaint, you have the option to request an independent review by The Property Ombudsman at no charge.

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Phone: 01722 333 306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

Please submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, along with any supporting evidence.

The Property Ombudsman requires all complaints to go through our in-house procedure before considering an independent review.

As a legal requirement, we provide access to an Ombudsman scheme if a dispute remains unresolved eight weeks after activating our complaint’s procedure.