complaints procedure
Kingsdene Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it.
This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
You can submit via post to the below address:
Kingsdene
16 Oxford Court,
Manchester,
M2 3WQ
Or
by email to: complaints@kingsdeneproperty.
What will happen next?
- We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will be dealt with by one of three directors at Kingsdene. They will review your file and speak to the member(s) of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a different of the three directors of Kingsdene.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd,
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP.
Please note the following:
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.
Data Protection Complaints Procedure
Data protection legislation controls how your personal information is used by organisations, including businesses and government departments.
Under the legislation, you have rights in relation to your personal data, with some exceptions. These include the right to:
- be informed about how your data is being used
- access personal data
- have incorrect data updated
- have data erased
- stop or restrict the processing of your data
- data portability (allowing you to get and reuse your data for different services)
- object to how your data is processed in certain circumstances
You also have rights when an organisation is using your personal data for:
- automated decision-making processes (without human involvement)
- profiling, for example to predict your behaviour or interests
If you are concerned about how your data is being handled or have a complaint.
You can submit this via post to the below address:
Kingsdene
16 Oxford Court,
Manchester,
M2 3WQ
Or
by email to: complaints@kingsdeneproperty.com
What will happen next?
- We will acknowledge your complaint within 30 days.
- This will be dealt with by one of three directors at Kingsdene. They will review your correspondence, and a formal written outcome of our investigation will be sent to you.
If you are not happy with the outcome you can contact the ICO for advice or to make a complaint:
ICO
Telephone: 0303 123 1113
Textphone: 18001 0303 123 1113
Monday to Friday, 9am to 5pm
Information Commissioner’s Office,
Wycliffe House,
Water Lane
Wilmslow,
Cheshire, SK9 5AF
You can find more contact details on the ICO website.
Head Office Location
Kingsdene
16 Oxford Court,
Manchester,
M2 3WQ