Bloom Properties Complaints Handling Procedure

1. Introduction:

Bloom Properties is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible and to enable us to improve our standards.

As a customer, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

2. Contact details for complaints:

Complaints can be made in writing, via email or by phone

Email: info@bloomproperties.co.uk

Mail: International House, 61, Mosley Street, Manchester, M2 3HZ

Phone: 01695 372 111

3. Stage One:

Complaints should be made using one of the methods above.

Your complaint will be acknowledged in writing, within 3 working days. We will endeavour to liaise with you to resolve your complaint immediately but no later than 15 working days from when the complaint is acknowledged.

4. Stage Two:

If, after Stage One, you remain dissatisfied, you can request a review of your complaint, in writing, from a Company Director. Once received, your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request for a review. If longer is required you will be notified in writing with an explanation and indication of the timescale.

5. Stage Three:

If you still remain dissatisfied with the outcome of your complaint after Stages One and Two, or 8 weeks has elapsed since the complaint was first made, you may approach the Property Redress Scheme (PRS) without charge. Details of how to contact the Property Redress Scheme will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.theprs.co.uk or email info@theprs.co.uk.

For your information: 

You must make your complaint to the PRS within 12 months of the date of our final viewpoint letter. The PRS will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter. The PRS recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/or further action.

11. Feedback and Improvement:

All feedback received from complaints will be used for continuous improvement within the agency.

We remain committed to preventing similar issues in the future.

12. Record Keeping:

Complaints and their resolutions will be documented and retained for future reference and auditing purposes.

13. Confidentiality:

The complaints procedure maintains confidentiality and respects the privacy of complainants and involved parties.