Complaint Policy
McDowall Young Property Management Ltd we are committed to delivering a high standard of service. We welcome feedback and view complaints as an opportunity to learn and improve.
We aim to handle all complaints in a fair, transparent, and timely manner, ensuring all concerns are taken seriously and treated with respect and confidentiality.
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When handling complaints, we will:
- Be polite, respectful, and impartial.
- Listen carefully to all sides of the issue.
- Respond promptly and communicate clearly.
- Investigate thoroughly where necessary.
- Seek a resolution wherever possible.
- Keep accurate records of all complaints and outcomes.
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Complaints can be made verbally (in person or by phone) or in writing (email or letter).
- Informal resolution is encouraged in the first instance. Please raise any concerns directly with the relevant staff member at the earliest opportunity.
- If the matter cannot be resolved informally, it should be escalated to a formal complaint.
Formal complaints should include:
- Your name and contact details
- A clear description of the complaint
- Any relevant dates, locations, or individuals involved
- What outcome you are seeking
Formal complaints should be sent to:
Annaka McDowall Young
McDowall Young Property Management Ltd
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Complaints Procedure:
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Step 1 – Acknowledgement:
We will acknowledge receipt of your complaint within 5 working days.
Step 2 – Investigation:
An appointed manager or senior staff member will investigate your complaint. This may involve speaking with all parties involved and reviewing relevant information.
Step 3 – Response:
We aim to provide a full response within 20 working days. If the investigation will take longer, we will let you know and keep you updated.
Step 4 – Resolution:
We will explain the outcome of the complaint and any actions taken or proposed.
Step 5 – Appeal (if needed):
If you are not satisfied with the outcome, you can request a review by a senior manager or independent trustee. Appeals must be submitted within 10 working days of receiving the outcome.
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All complaints will be handled sensitively. Information will be shared only with those who need to know in order to resolve the complaint.
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All complaints are recorded and reviewed annually to help identify patterns and areas for improvement.
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