Blundy’s Property Management Complaints Procedure


At Blundy’s Property Management, we are committed to providing a professional and high-quality service to all our clients and customers. We take your privacy seriously and will handle your personal data in accordance with the General Data Protection Regulation (GDPR). Your information will only be used to address your complaint and will not be shared with third parties without your consent, unless required by law.

Accessibility of the Complaints Procedure
We recognise that not all customers or clients may have the same abilities or resources to submit a complaint. To ensure we are accessible to everyone, we will make reasonable adjustments for individuals who may have additional needs (e.g., age, disability, language barriers, or financial hardship).
If you need assistance in submitting a complaint or require any adjustments (e.g., communication in a different format), please let us know, and we will be happy to assist you.

How to Make a Complaint
If you are unhappy with the service you have received, please follow these steps:
Initial Contact: The quickest way to address a concern is often to contact the person you have been dealing with directly. If you are unable to resolve the issue informally, please submit a formal complaint in writing. This can be via email, or a letter.
Provide Details: Please ensure that your complaint includes all the relevant details, such as:
• Your full name and contact details
• A description of the issue, including dates and any supporting information
• What you believe would resolve the issue
• Any steps you’ve already taken to address the matter.

Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it in writing within three working days. Our acknowledgment will include:
• Confirmation that we have received your complaint
• A copy of this complaint’s procedure
• An outline of the next steps and a timeline for when you can expect a response.

Investigating Your Complaint
We will thoroughly investigate your complaint to understand all relevant facts. The investigation will typically be carried out by Human Resources or another senior member of staff. This process may include:
• Reviewing your file and related documents
• Speaking with the member of staff who dealt with your matter
• Contacting you for any additional information if necessary
• You will receive a written response outlining our findings and any action we propose to resolve the issue. We aim to send this formal response within 15 working days of receiving your complaint.

Review Stage
If you are not satisfied with the outcome or response we provide, you can request a further review. This will be handled by a senior member of staff who was not involved in the original investigation. The senior team member will carry out an independent review of the complaint. We will aim to provide our final viewpoint on the matter within 15 working days of receiving your request for a review.

Independent Review
If you are still unhappy with our final response, or if eight weeks have passed since you initially raised your complaint, you may refer your complaint to the Property Redress Scheme for an independent review.
The Property Redress Scheme is an impartial service that can investigate complaints related to lettings and property management services. Their decision is binding, and their service is free of charge.

How to Contact the Property Redress Scheme
If you are dissatisfied with our final viewpoint, you can contact the Property Redress Scheme for an independent review. Please make sure to submit your complaint within 12 months from the date of our final response and include any supporting evidence.

Property Redress Scheme
7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE
Telephone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: https://www.propertyredress.co.uk/

Timeline Overview
Initial Acknowledgement: Within 3 working days of receipt of the complaint
Formal Outcome: Within 15 working days of receiving the complaint
Review Request: If you are not satisfied with the outcome, we will review the complaint within an additional 15 working days
Referral to Property Redress Scheme: If no resolution is reached within 8 weeks, or if you are still unsatisfied with our final viewpoint, you may escalate your complaint to the Property Redress Scheme.

Preventing Future Complaints
As part of our commitment to continual improvement, we will review trends in complaints to identify potential areas of service where changes can be made. Your feedback helps us improve our service for all clients and customers.

Contact Us
If you need help with your complaint or if you have any questions, please contact us using the following details:
Blundy’s Property Management Limited
Phone: 01795 500386
Email: support@blundyspropertymanagement.com
Address: Roosters Barn, Bull Lane, Newington, Kent, ME9 7SJ, United Kingdom
Website: https://blundyspropertymanagement.com