Complaints Procedure

CUSTOMER COMPLAINTS HANDLING PROCEDURE

As a firm licensed by the National Approved Letting Scheme, Cookes Property Management Limitedaims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:

If you believe you have a grievance, please write in the first instance to
Mrs Hazel Taggartat the address below:

Unit 9 wharf Road Industrial Estate, Woodston, Peterborough PE2 9PS.  hazel@cookesproperty.co.uk

The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

If you remain dissatisfied with the result of the internal investigation, please contact Mr Roland Cooke roland@cookesproperty.co.uk  who will review the complaint.

Following the conclusion of our in-house review we will write to you with a final written statement.

If you are dissatisfied with the conclusion of the in-house review of the   complaint, you can refer the matter to Property Redress Scheme (PRS), 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH T: 0333 321 9418