Complaints Procedure
Scott Ford Management Limited
Complaints Procedure
1. Our Commitment
At Scott Ford Management Limited, we are committed to delivering a high standard of service. However, if something goes wrong, we want to know about it so we can resolve the issue and improve our services.
All complaints will be handled promptly, fairly, and transparently.
2. How to Make a Complaint
If you wish to make a complaint, please contact us in writing with full details:
Email: rob@scottcastle.uk or katrina@scottcastle.uk
Post: Scott Ford Management Limited
743 Christchurch Road
Bournemouth
BH7 6AN
Please include:
- Your name and contact details
- Property address
- Full details of your complaint
- Any supporting documents or evidence
3. Stage 1 – Initial Review
Upon receipt of your complaint, it will be handled by one of the two Directors (Rob Scott or Katrina Ware).
We will:
- Acknowledge your complaint within 3 working days
- Investigate the matter fully
- Provide a written response within 10 working days
If additional time is required, we will inform you and confirm a revised timescale.
4. Stage 2 – Second Review
If you are not satisfied with our Stage 1 response, you may request a further review.
Your complaint will be reviewed by the alternative Director (Rob Scott or Katrina Ware) who was not involved in the initial response.
At this stage, we will:
- Acknowledge your request within 3 working days
- Carry out a full and independent review
- Provide a final written response within 15 working days
5. Final Stage – Independent Redress
If you remain dissatisfied following our final response, you may refer your complaint to the:
Property Redress Scheme (PRS)
You must do so within 12 months of receiving our final response.
The PRS is an independent body that will review your complaint at no cost to you.
6. Record Keeping
We will maintain a full record of all complaints received and use this information to monitor performance and improve our services.
7. Confidentiality
All complaints will be handled in confidence and in accordance with applicable data protection legislation.
8. Continuous Improvement
We view complaints as an opportunity to improve our service. Where appropriate, we will:
- Review internal procedures
- Provide staff training
- Implement corrective actions
REVIEW - MAY 2027
