Complaints Procedure

In the unlikely event that you should need to raise a complaint, please see below for more information.

Our complaints procedure has three stages.

Stage one

We would ask that all complaints are first bought to the attention of the Estate Coordinator at your development. This will allow for the Estate Coordinator with the support of the Estate Manager to resolve the complaint informally.

You may wish to seek advice at this stage and we would encourage you to do so from independent sources, for example:

• The Leasehold Advisory Service
• The Citizen Advice Bureau

Stage two

If you are not satisfied with the outcome of the initial, informal approach, the next two stages form our formal complaints procedure as below.

We do welcome all feedback to allow us to deliver the best levels of customer service we possibly can.

Please email us: enquiries@resi-em.co.uk

or write to us at:
ReSI Estates Management
First Floor, 2 Tangier Central,
Castle Street,
Taunton,
Somerset
TA1 4AS

We will then review and consider your complaint in full. We will respond to your correspondence to confirm receipt within seven days of receiving this.

We will aim to provide a full and comprehensive response within 28 working days. If this is not achievable, we will write to you within 28 working days with an updated resolution time. These will be sent via the same method of communication that you contacted us on.

Stage three

Independent Redress

In the unlikely event that the complaint remains unresolved after the last stage of the complaints procedure (or more than 8 weeks has elapsed since the complaint was first made) then you may take the matter up with The Property Ombudsman:

The Property Ombudsman LtD
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP