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.
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.
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.
This ensures that we deal with all the issues you raise, and nothing is missed out.
Tel: 01722 333306