At BNS we always strive to provide an exceptional and professional service.
We are continuously looking to improve our service so if there is ever an occasion when we fall short of expectations, we welcome feedback.
Please be assured that where we can learn lessons, we will use the feedback to review and amend internal policies and procedures so that we can deliver a better level of service going forward.
If you are unhappy with the service you have received from us, we would like to hear from you so we have the opportunity to put things right and to learn from the experience in a constructive manner.
Your first contact should be your Client Relationship Manager who will be best placed to answer any queries you have regarding your development. If you are still not fully satisfied with the response you receive, you will find details below on how to make a formal complaint.
Where possible we encourage you to complete our ‘Complaint Form’ in order that we can fully establish the matters being raised and how you believe this can be resolved for you. A copy of this form is provided with this letter and can also be found at bns.co.uk/complaints-form. Alternatively you can email your complaint to customerservice@bns.co.uk or call to speak with a member of our team.
An experienced person will be appointed within our organisation to ensure your complaint is dealt with in accordance with this stated procedure and TPI guidance on such matters.
What happens next?
- We will acknowledge your complaint in writing within 3 working days of receipt and enclose a copy of this procedure.
- Within a further 15 working days, the person investigating your complaint will write to you in order to inform you of the outcome of their review of your complaint and let them know what actions have been or will be taken.
- If following this, you remain dissatisfied with our response to your complaint, you should contact us to advise you wish to escalate your complaint to the next stage. This should be done by contacting customerservice@bns.co.uk or calling to speak with a member of our team.
- A separate review of your complaint will be conducted and we will write to you within 15 working days of receiving your request to escalate, confirming our final viewpoint on the matter.
- 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
Wiltshire
SP1 2BP
01722 333306
admin@tpos.co.uk
www.tpos.co.uk
Please note you will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.
Should you require further advice on any matters of leasehold management you may find it useful to contact LEASE or visit their website (www.lease-advice.org). They are a government funded independent organisation, set up to provide advice on leasehold matters.
You may also be able to obtain information from Citizens Advice (www.citizensadvice.org.uk)
