Complaints Procedure

Complaints Procedure for Leasehold Management Residents

At Allsop Letting and Management, we pride ourselves on the level of customer service we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure, details of which can be found below.

Membership Details
Allsop Letting and Management Limited is a member of The Royal Institute of Chartered Surveyors (RICS) and Association of Residential Managing Agents (ARMA). By belonging to these organisations, we are required to follow strict professional standards.

Stage One – Operations Manager
Stage one involves making a complaint in writing to the Operations Manager. Upon receipt of your written complaint an acknowledgement of the correspondence will be made within three working days. An assessment will be made of your submission and a response sent to you within 15 working days of receiving the written complaint. The contact details of the Operations Manager are as follows:-

FAO: Dan Biddle
dan.biddle@allsop.co.uk
0330 128 9624
Operations Manager

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through to Stage Two of the process.

Stage Two – Director of Finance
If you wish to progress your complaint beyond the Operations Manager, you must do so in writing. Once we are in receipt of stage two of your complaint, the Director of Finance will acknowledge your complaint and a final viewpoint letter will be issued within 15 working days. Contact details of the Finance Director are as follows:-

FAO: Richard Leek
richard.leek@allsop.co.uk
0330 128 9624
Finance Director

Stage Three – Ombudsman Scheme
If you remain dissatisfied after the last stage of our in-house complaint procedure (or more than eight weeks has elapsed since the complaint was first made) then you may take the matter up with our chosen approved redress provider without charge. You will need to submit your complaint to the redress provider within 12 months of receiving our final viewpoint correspondence.

The contact details for The Property Ombudsman are as follows:-
Telephone: 01722 335458, email: admin@tpos.co.uk
Website: www.tpos.co.uk
Address: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire SP1 2BP