Complaints Handling Policy

Our Complaints policy
We are committed to providing a high-quality service to all our clients.  When something goes wrong we need you to tell us about it.  This will help us improve our standards.

If you have a complaint, please contact us with the details.  We have eight weeks to consider your complaint.  If we have not resolved it within this time you may complain to the Ombudsman Services: Property

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint.  This will involve passing your complaint to one of our Directors who will review your complaint.
  3. One of our Directors, Kathy Wilson, Tracy Ide or Sally Baldock, will telephone you to discuss and hopefully resolve your complaint within 14 days of sending you the acknowledgement letter.
  4. If a telephone call is not possible we will send you a detailed written reply to your complaint, including suggestions how to resolve the matter, within 21 days of sending you the acknowledgement letter.
  5. If at this stage you are not satisfied please contact us again and speak to one of the other Directors of KTS Estate Management Limited and request they review the decision.
  6. A further letter will be sent to you within 14 days of your request for a review and confirming our final position on your complaint and explaining our reasons.
  7. If you are still not satisfied, you can then contact the

Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE

about your complaint.  Normally you will need to bring a complaint to the Ombudsman Services: Property (www.ombudsman-services.org) within 12 months of receiving a final written response from us about your complaint.
For further information you should contact the Ombudsman Services: Property by:
Telephone: 0330 440 1634 or Email: [email protected].

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