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.

First step!

Your first point of contact should be your Lettings Team. They are usually able to resolve most issues quickly and effectively.

If you wish to make a formal complaint, please send your complaint in writing to hello@marvel71.com, clearly setting out the nature of your complaint and any relevant information that may assist us with our investigation.

We will acknowledge receipt of your complaint within 3 working days.

Your complaint will be investigated and we aim to provide our initial written response within 15 working days from the date we acknowledge your complaint.

We want to make sure we fully understand and address your concerns and will keep you informed if, for any reason, further time is required.

whats next?

If our initial response does not resolve your complaint, please let us know.

We will arrange for your complaint to be reviewed by our Office Manager, who will not have been directly involved in the original matter.

As part of this review:

Acknowledgement: We will confirm who is handling the review of your complaint.

Investigation: Your complaint and our initial response will be reviewed, together with any relevant information or documentation.

Final Viewpoint: Following the review, we will provide you with our written final viewpoint, setting out the outcome of your complaint and our final position.

Our entire internal complaints procedure will be completed within eight weeks of receiving your original complaint.

Not satisfied?

If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman (TPO), which provides a free and independent dispute resolution service for consumers.

You may also refer your complaint to TPO if eight weeks have passed since you first made your complaint and you have not received our final viewpoint.

A referral to TPO must normally be made within 12 months of the date of our final viewpoint.

You can contact The Property Ombudsman by:

Email: admin@tpos.co.uk
Phone: 01722 333306
Website: www.tpos.co.uk
Post: The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2TJ

The Property Ombudsman will independently review eligible complaints and provide impartial assistance in resolving the dispute.

Data Protection Complaints

If your complaint concerns how we have collected, used, stored, shared, retained or protected your personal information, or how we have dealt with a request concerning your personal information, please let us know that your complaint relates to data protection and provide as much information as possible about your concerns.

You do not need to use legal terminology when making a data protection complaint.

Data protection complaints can be sent to hello@marvel71.com.

We aim to acknowledge all complaints within 3 working days and, in all cases, a data protection complaint will be acknowledged within 30 days of receipt.

We will:

  • take appropriate steps to investigate your concerns;

  • consider the relevant information and circumstances;

  • keep you appropriately informed of the progress of our investigation; and

  • notify you of the outcome without undue delay.

If you remain dissatisfied with how we have handled your personal information or your data protection complaint, you have the right to raise your concerns with the Information Commissioner’s Office (ICO) through its complaints service at www.ico.org.uk/make-a-complaint.