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Sample Customer ComplaintsHandling ProcedureAs a member of the
National Approved Letting Scheme (insert firm name) aims to provide
the highest standards of service to alllandlords and tenants, but
to ensure that your interests are safeguarded, we offer the
following:
- If you believe you have a grievance, please write in the first
instance toXXXXX (usually the initial point of contact) at
theaddress below:
Insert address
- The grievance will be acknowledged immediately, investigated
thoroughly in accordance with established in-house proceduresand a
reply sent to the complainant within seven working days of receipt
of the letter.
- If the complainant is dissatisfied with the result of the
internal investigation, please contactXXXXX (NOT the person which
isthe initial contact above, usually a Director, Principal,
Manager, or Senior Partner) of the firm detail address is different
from above.
- If the complainant still is not satisfied, insert firm name
offers mediation between the complainant and the company.
- If the complainant landlord remains dissatisfied, (insert firm
name) will provide a referral to binding arbitration inaccordance
with the rules NALS Arbitration Scheme.
The National Approved Letting Scheme
Tavistock House, 5 Rodney Road, Cheltenham GL50 1HX T: 01242
581712 F: 01242 232518 E-mail: [email protected]
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The National Approved Letting Scheme
Tavistock House, 5 Rodney Road, Cheltenham GL50 1HX T: 01242
581712 F: 01242 232518 E-mail: [email protected]
Customer ComplaintsProcedure GuidelinesMembers (firms and
registered social landlords) of the National Approved Letting
Scheme aim to provide the highest standardsof service to all
clients and tenants and a fallback grievance procedure has to be
available to clients in the form of bindingarbitration.The
complaints procedure which members give to their clients should
include the following elements:
i The name(s) of the person(s) with whom initial contact can be
made.
ii. The timescale both for acknowledgement of a written
complaint and the timescale within which the outcome of the
internalinvestigation will be completed.
iii.The point of referral, other than to the person to whom
initial contact is made, in the event that the complainant
remainsdissatisfied with the result of the internal
investigation.
iv.The facility for mediation between the complainant and the
firm in the event that the complainant remains dissatisfied withthe
result of the internal investigation.
v. A system for referral of complaints, from landlords only, to
binding arbitration* where the complainant remains dissatisfiedwith
the result of the internal investigation or where mediation has
proved unsuccessful.
*NALS has in place an Arbitration Scheme operated by the
Chartered Institute of Arbitrators.
There is no requirement to refer a dispute to arbitration where
the sum in dispute exceeds 50,000, the disputerelates to physical
injury, illness, nervous shock or their consequences.
FOR INFORMATION: If you do not currently have a Customer
Complaints Procedure in
operation within your firm a specimen is attached which you can
adapt for your use.
