Complaints Procedure

1. Purpose of this Procedure

This procedure explains how Coast to Coast Property Management (“the Company”) receives, investigates, responds to, and resolves complaints. It ensures compliance with UK consumer protection law, property management legislation, and the requirements of our approved redress scheme.

The aims are to:

  • Provide a clear, fair, and accessible route for raising concerns

  • Resolve issues promptly and professionally

  • Learn from complaints to improve our services

  • Meet the standards set by our redress scheme and UK law

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about:

  • Our service delivery

  • Our staff or contractors

  • Our handling of tenancy, leasehold, or landlord matters

  • Our communication or conduct

  • Our failure to meet legal, contractual, or policy obligations

Complaints may be made by:

  • Tenants

  • Leaseholders

  • Landlords

  • Applicants

  • Contractors

  • Any party affected by our services

Complaints can be made verbally, in writing, by email, or through our website.

3. How to Make a Complaint

You can submit a complaint using any of the following methods:

Email: [email protected]

Telephone: 01752 916 212

If you need support (e.g., translation, accessibility, advocacy), we are always happy to provide reasonable adjustments.

4. Stage 1 – Early Resolution

Timeframe: Acknowledgement within 3 working days; response within 10 working days.

  1. Your complaint will be logged and allocated to the appropriate manager.

  2. We will contact you to clarify the issue and understand the outcome you are seeking.

  3. We will attempt to resolve the matter quickly through explanation, action, or correction.

  4. You will receive a written Stage 1 response confirming:

    • The issues raised

    • The investigation undertaken

    • The outcome

    • Any actions we will take

    • How to escalate if you remain dissatisfied

If the investigation requires more time, we will notify you and provide a revised timeframe (maximum extension: 10 additional working days).

If you need support (e.g., translation, accessibility, advocacy), we are always happy to provide reasonable adjustments.

4. Stage 12– Formal Investigation

Timeframe: Acknowledgement within 3 working days; full response within 20 working days.

If you are dissatisfied with the Stage 1 outcome, you may escalate to Stage 2. A senior manager or complaints lead will conduct a formal investigation.

The Stage 2 investigation will include:

  • A full review of all correspondence, records, and evidence

  • Interviews with staff or contractors where relevant

  • Consideration of legal obligations, contractual terms, and regulatory standards

  • A clear assessment of whether service failure occurred

The Stage 2 response will include:

  • A summary of your complaint

  • Findings of the investigation

  • Whether the complaint is upheld, partially upheld, or not upheld

  • Any remedies offered (apology, corrective action, compensation where appropriate)

  • Confirmation of your right to refer the matter to our redress scheme

If additional time is required due to complexity, we will notify you with a revised timeframe (maximum extension: 20 additional working days).

 
5. Unacceptable Behaviour

We treat all complainants with respect and expect the same in return. We may restrict contact where behaviour is abusive, threatening, discriminatory, or unreasonably persistent. Any restrictions will be proportionate and communicated in writing.

6. Record Keeping and Learning

We maintain a secure complaints log including:

  • Nature of complaint

  • Investigation steps

  • Outcome

  • Timescales

  • Lessons learned

Senior management reviews complaints quarterly to identify trends, improve services, and ensure compliance with UK law and Ombudsman standards.

7. Data Protection

All complaint information is handled in accordance with:

  • UK GDPR

  • Data Protection Act 2018

We will only share information where legally required or necessary for investigation.

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