Understanding the Complaints Procedure at Property Genius

At Property Genius, we pride ourselves on delivering exceptional service to both our landlords and tenants. However, we understand that sometimes things may not go as planned. If you find yourself dissatisfied with any aspect of our service, we want to hear from you. This article outlines the steps you can take to file a complaint and what you can expect from us in resolving it.

• Initial Contact: If you're unhappy with any part of our service, the first step is to get in touch with us.

• Methods of Contact: You can report your concerns via phone, by sending us a letter through the post, or by emailing us.

• Immediate Action: We aim to resolve issues on the spot whenever possible. If that's not feasible, your complaint will be escalated to a manager for further investigation.

• Acknowledgment: Within three working days, you'll receive a written acknowledgment outlining who will be responsible for investigating your complaint.

• Investigation: We will gather all necessary information and liaise with relevant departments to get to the bottom of the issue.

• Acknowledgment: Just like our landlords, you'll receive a written acknowledgment within three working days.

• Investigation: We will conduct a thorough investigation to address your concerns.

• Response Time: Expect a detailed response within fifteen working days. If we need more time, we'll send you a written explanation for the delay.

If you feel that your complaint hasn't been fully addressed, you can take further steps.

• Escalation: Your complaint will be passed to a more senior member of staff for reconsideration.

• Final Response: We aim to issue a final response within fifteen working days. If that's not possible, we'll let you know when to expect a resolution.

If your complaint is related to insurance, please note that these are handled separately to ensure compliance with regulation rules. You'll receive acknowledgment within five working days.

If, after following our internal complaints procedure, you're still not satisfied, you have the option to refer the matter to an independent redress scheme or Propertymark.

Your satisfaction is our priority, and we're committed to resolving any issues you may have in a fair and unbiased manner. If you have any concerns in the meantime, please don't hesitate to contact us.