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.
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.
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
Complaints Procedure:
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.
All complaints will be handled sensitively. Information will be shared only with those who need to know in order to resolve the complaint.
All complaints are recorded and reviewed annually to help identify patterns and areas for improvement.