Complaints procudure

Great customer service is really important to us.

We love to hear about it when things are going well – and we put a lot of effort into making life easy for you and ensuring everything runs smoothly. Feel free to send us your feedback to info@a-part-of.com.

Despite our best efforts, sometimes things do go wrong. If you are unhappy with the service you’ve received, we want to hear from you. We’ll do everything we can to put things right, and we’ll make sure you’re kept informed about what we’re doing to resolve the issue.

Most of the time, a quick chat with any member of the on-site team is all it takes to get things sorted, but if for whatever reason that hasn’t worked, we do have a formal complaints process which you can access.

Our Complaints Process

If we’ve let you down and you wish to make a formal complaint, you should contact the on-site Resident Host Team Leader in the first instance.

The Host Team Leader will talk to you about your complaint and what we can do to sort things out. They will aim to agree a way forward with you within one working day of receiving your complaint. They will confirm to you what action is being taken and how long it will take to resolve the situation.

Requesting a review by the General Manager

If you remain unhappy with the resolution being offered by the Host Team Leader or if it is this person you’re unhappy about, you can contact the onsite General Manager. They will aim to resolve the complaint as quickly as possible and always within five working days. If things will take longer, they’ll let you know how long it will take and will keep you regularly update on progress.

Requesting a review by our head office team

If you remain unhappy with the resolution being offered by the General Manager or if it is the General Manager you’re unhappy about, you can contact our head office team by email at info@a-part-of.com. We will aim to resolve the complaint as quickly as possible and always within five working days. If things will take longer, they’ll let you know how long it will take and will keep you regularly update on progress.

Ombudsman

If you’re still unhappy with the way things have been handled after our head office team has reviewed and attempted to resolve your complaint, we are a member of a government approved ombudsman scheme administered by Property Redress Scheme.

You can contact Property Redress Scheme on 0333 321 9418 or via www.theprs.co.uk for independent advice and adjudication of your complaint.  Please note that before you can use the ombudsman service, you must have followed the steps outlined above and exhausted the Apo complaints process.

Once the Ombudsman has concluded his investigation you may forward your complaint to the NFoPP Regulation Department which is the regulatory function of the NAEA, ARLA, ICBA and NAVA.

You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.

The contact details for the NFoPP Regulation are:

Email: complaints@nfopp-regulation.co.uk,

Website: www.nfopp-regulation.co.uk

Post:
NFoPP Regulation
Arbon House
6 Tournament Court
Edgehill Drive
Warwick, CV34 6LG.

Monitoring

Any complaints received and their outcomes will be recorded on our systems and reviewed by Apo’s Board on a quarterly basis. We monitor the number of complaints as well as the types of issues being raised. We use this information to improve our internal processes and procedures and to ensure we are capturing any lessons learnt.