Complaints Procedure

We would rather hear about a problem than not. This page explains how to raise a complaint, what we will do about it, and where you can take the matter if you are not satisfied with our answer.

1. Before you complain

If something has gone wrong, please tell us as soon as you can. Many issues are put right quickly with a phone call or an email, before they need to become a formal complaint.

2. How to make a complaint

Put your complaint in writing to contact@kiwamipropertyservices.co.uk, or post it to KIWAMI Property Services and Management Ltd, 3rd Floor, St George's House, 6 St George's Way, Leicester LE1 1QZ. If writing is difficult, call us on 07884 535274 and we will take the details and put them in writing for you. Please include:

• Your name and contact details, and whether you are a landlord, tenant or customer.
• The property address and the job or tenancy concerned, with dates if you have them.
• What went wrong, and what you would like us to do to put it right.

3. What happens next

Complaints are handled by the Managing Director. We will acknowledge your complaint in writing within 3 working days. We will then investigate, which may include speaking to the staff or contractors involved and reviewing the job records, and we will send you a full written response within 15 working days. If the matter is complicated and we need longer, we will write to you before the 15 working days end, explain why, and give you a new date.

4. If you are not satisfied

If you are not satisfied with our response, write and tell us why, and a further review will be carried out. We will send you our final response, marked as such, within 15 working days of your request for a review. If you are still not satisfied after that, you can refer the complaint to The Property Ombudsman, which provides free, independent dispute resolution for lettings and property management customers. Our membership number is T14848 and you can contact them at www.tpos.co.uk or by post at The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, Wiltshire SP1 2TJ. You must normally refer your complaint within 12 months of our final response, and the scheme will expect you to have completed our own procedure first. If your complaint is about how we have handled your personal information, you can also complain to the Information Commissioner's Office at ico.org.uk.

5. How we use complaints

We keep a record of every complaint, what we found and what we did about it, for six years after the complaint is closed, with a review if a dispute or legal matter remains open. We review those records to spot patterns and to change how we work where something keeps going wrong.

6. Contacting us

Email contact@kiwamipropertyservices.co.uk, phone 07884 535274, or write to KIWAMI Property Services and Management Ltd, 3rd Floor, St George's House, 6 St George's Way, Leicester LE1 1QZ.