Complaints Procedure

    Complaints Handling Procedure

    At BNS we always strive to provide an exceptional and professional service. However, we know that sometimes things can go wrong which need to be brought to our attention. If you are unhappy with the service you have received from us, we would like to hear from you so we may have the opportunity to put things right and to learn from the experience in a constructive manner.

    Your first contact should be with your Property Manager who will be the best placed person 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 of how to make a formal complaint.

    You can contact us by telephone, post, fax, email or via our website. A person has been appointed within our organisation to ensure your complaint is dealt with in accordance with this stated procedure and ARMA guidance on such matters. Their details are set out below:

    Emma Taylor – Compliance Manager
    BNS Ltd, 18 Badminton Road, Downend, Bristol, BS16 6BQ Tel: 0117 957 0809 Fax: 0117 970 1285
    Email: emma.taylor@bns.co.uk

    Where your complaint is initially made in person or on the telephone, you will be asked to follow this up in writing. You will find attached to this procedure a complaints form which we hope is of use to you. If it is not possible for you to put the complaint in writing yourself, we will send you a written summary of our understanding of the complaint and ask you to confirm it to be correct. We will then follow the procedure below.

    Step 1 Once we have received your written summary of the complaint, we will contact you within 3 working days to acknowledge receipt.

    Step 2 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 you know what actions have been or will be taken.

    If following this, you are still dissatisfied with our response to your complaint, you should contact Mark Lancaster using the details below:

    Mark Lancaster – Head of Property Management
    BNS Ltd, 18 Badminton Road, Downend, Bristol, BS16 6BQ Tel: 0117 957 0809 Fax: 0117 970 1285
    Email: mark.lancaster@bns.co.uk

    Mark Lancaster will conduct a separate review of your complaint and contact you within a further 15 working days to inform you of his conclusion of this review.

    If at any stage of your complaint we will not be able to meet the timescales stated, we will contact you as soon as possible and advise you of the reasons why.

    Should either of the above persons not be available to provide a response to your complaint or were involved with the initial reasons for you to make the complaint, an alternative, suitably senior member of staff, will conduct the investigation.

    It is a legal requirement that we offer access to an Ombudsman scheme. 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.

    BNS Ltd is a member of The Property Ombudsman who’s contact details are as follows:

    The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
    Tel: 01722 333306 Fax: 01722 332296
    Website: www.tpos.co.uk
    Email: admin@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).