Complaints Handling Procedure

MetroPM seeks to provide the highest standards and professional conduct in all aspects of our service delivery to our customers. It goes without saying that honesty and integrity is firmly embedded in our culture. If you have cause to request this procedure note, may we firstly apologise in advance for any distress or inconvenience you have experienced prior to taking this course of action.

We thank you for allowing us the opportunity to rectify the situation and will aim to listen to and work with you to resolve your complaint through the channels set out below with speed and efficiency.

Whilst no business likes to receive complaints, we welcome the feedback from our customers in order that we can work on improving our service.

Below is the procedure which we will follow in accordance with the guidance produced by ARMA and RICS.

Stage One

You should firstly contact the Property Manager for your development who will aim to resolve any issues you are experiencing. We will acknowledge your complaint within 3 days and a formal written response will be provided within 15 days of sending the acknowledgement letter.

Stage Two

If you are unhappy with our response you can ask to escalate the issue to a director. You should use the same contact details and state that you would like a director to review your complaint. They will review your complaint and ensure your concerns are responded to in full. We will acknowledge your complaint within 3 days and a formal written response will be provided within 15 days of sending the acknowledgement letter, however, if our investigation requires more time for us to carefully consider all the details of your complaint, we will contact you to explain the reason why and to let you know when you can expect to hear from us.

Procedure

1. Where your complaint is initially made orally, please confirm it by sending a written summary of your complaint to our Head Office for the attention of the person dealing with it at:MetroPM
   St Mary’s House
   68 Harborne Park Road
   Harborne
   Birmingham
   B17 0DH

   Email mail@metro-pm.co.uk

   This ensures that we deal with all the issues you raise, and nothing is missed out.

2. Please note that complaints regarding building defects are the responsibility of the developer rather than us as Managing Agent and as such cannot be dealt with through this complaints procedure.
3. It is a condition of ARMA and RICS membership that we offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure. MetroPM is a member of the following Ombudsman scheme:The Property Ombudsman
   Milford House
   43-45 Milford Street
   Salisbury
   SP1 2BP

   Tel: 01722 333306

   Email: admin@tpos.co.uk

   Website: www.tpos.co.uk