Customer Care
We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or e-mail and address it to Fayette Property Management. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Fayette Property Management
24 Russell Road,
London,
W14 8HU
Or E-mail us at: office@fayette.ltd.uk
Stage 2—Our Acknowledgement
Your complaint will be acknowledged and we will start our in house complaints process.
Timescale:
Within 3 working days of receiving your complaint.
Stage 3—Our Investigation
Your complaint will be investigated and a team member from our property management will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale:
Within 15 working days of receiving your complaint.
Stage 4—The Property Ombudsman
NOTE: This stage does not apply to architectural, interior design or building services that you have received from Fayette Associates. Stage 4 is to help resolving disputes between Consumers and Fayette Associates acting as Property Agent.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk
