Hotblack Desiato Complaints Procedure
Hotblack Desiato, a member of The Property Ombudsman Scheme, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a complaints procedure in place. This provides for the matter to be dealt with internally or, in the event that we are unable to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
Write down the facts of the complaint
Take your name, address, email and telephone number
Note down the nature of the complaint with Hotblack Desiato and inform you that we have a complaints procedure
Tell you what will happen next and how long it will take
Where appropriate, ask you to send a written account by post or by email so that the complaint is recorded in your own words.
In many cases, a complaint can be resolved by the staff member responsible for the issue being complained about. They shall attempt to resolve it swiftly, and will do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information will be passed to their manger immediately.
On receiving the complaint, the manager ensures it is recorded it in the complaints log. If it has not already been resolved, they investigate and take appropriate action. If the complaint relates to a specific person, that person will be informed and given a fair opportunity to respond. Complaints will be acknowledged within 3 working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply.
Ideally you would receive a definitive reply within fifteen days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to you will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If you feel that the problem has not been satisfactorily resolved at Stage One, you can request that the complaint is reviewed at Director level. The request for Director level review will be acknowledged within three days of receiving it. The acknowledgement should say who will deal with the case and when you can expect a reply. The Director will investigate the facts of the case themselves. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint initially. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.
In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. You may do this up to twelve months from the date of our final review. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our “in-house” complaints procedure within eight weeks from the date we receive your notification.
Contact details for The Property Ombudsman:
The Property Ombudsman Limited
Registered Office: Milford House | 43-55 Milford Street | Salisbury | Wiltshire | SP1 2BP | 01722 333306 | www.tpos.co.uk
Written complaints may be sent to:
David Pinnick, Hotblack Desiato, 314 Upper Street, Islington, London N1 2XQ or to firstname.lastname@example.org. Initial verbal complaints may be made by phone or in person to any of Hotblack Desiato staff at the appropriate branch.