COMPLAINTS HANDLING PROCEDURE
Fortis prides itself on the service but acknowledges that on occasion, problems occur that give rise to a customer making a complaint. To comply with our regulatory requirements and as part of our commitment to providing outstanding service, we have prepared the following complaints handling procedure.
1. If you wish to make a complaint or have a query regarding a potential complaint, please do not hesitate to enquiries@fortisblock.co.uk or write to Fortis Block Management Ltd, Second Floor West, 47-50 Margaret Street, London, W1W 8SB.
2. If you have initially made your complaint verbally, whether face-to-face or on the telephone, we do ask that you put your complaint in writing to us.
3. Once we have received your written complaint, we will send an acknowledgment email within 3 working days.
4. Within 15 working days of receipt of your written complaint, we will write to you to inform you of the outcome of our internal investigation into your complaint and let you know what actions, if any, we have taken or will take. If at this stage, we are unable to conclude our investigations, we will advise you accordingly, with reasons and confirm our anticipated timescale for conclusion.
5. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
6. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then you can take the matter up with The Property Ombudsman without charge:
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: http://www.tpos.co.uk
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 complaint’s procedure, before being submitted for an independent review.
If you are a client and remain dissatisfied with any aspects of our internal handling of your complaint and/or the separate review, your complaint can also be referred to:
Business redress scheme (for clients):
RICS Dispute Resolution Service, Surveyor Court, Westwood Way, CV4 8JE
Tel: 020 7334 3806
Email: drs@rics.org
https://www.rics.org/uk/footer/contact-us/concerns/raising-concerns- about-a-regulated-member/