Complaints Procedure(s)
Ensuring fairness at all times
Shropshire Facilities Management Ltd represent Leasehold Management Companies and help them operate successfully and fairly, in the interests of all Leaseholders, and in the interests of the Freeholders.
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The services of Shropshire Facilities Management Ltd "SFM" are governed by the terms of business between SFM and their clients. For all of our clients we can be a first stage of complaint for you and can often help you resolve your issue or your complaint. Similarly, you are welcome to jump straight to our client's own complaint procedures. We can offer you information on how to contact them or where to source their complaint procedure forms if this is your preference.
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SFM has its own complaint procedure related to matters we are responsible for. If you feel the SFM are treating you incorrectly, unfairly or unreasonably, or perhaps you are unsure and wish to complain about something, we will be pleased to support you either way.
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If your complaint actually refers to an issue in respect of one our clients, we will help you navigate this process with them.
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Step 1:
Email our Managing Director directly.
Graeme Hughes (graeme @ shropshirefm.com)
In your complaint, please include as much evidence as possible. This should include all of your contact details and your preferred way of contacting you back. You will always receive email replies if you provide an email address to us.
You should also include dates, names, incident locations, photos, copies of letters or documents you have which support your complaint. Anything you can supply to help us more quickly reach a conclusion and help you is appreciated.
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Step 2:
We will acknowledge your complaint within 3 working days.
Working days are Monday to Friday excluding public holidays in England.
Our investigation will start that day.
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Step 3:
We aim to conclude investigations within 5 working days, but subject to the complaint we may take up to 15 working days as we might have to liaise with 3rd parties and we will need to give them time to reply.
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Step 4:
We will advise you of our findings and either agree the resolution with you, and invoke it thereafter, or we will recommend you further complain to the Property Ombudsman.
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Step 5:
If complaining to the Property Ombudsman.
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Please write to
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
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or you can email them: admin@tpos.co.uk
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They can be reach by phone: 01722 333306
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They will need our TPOS reference registration number: T03549
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IMPORTANT ADVICE:
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SFM may be helping you to complain about one of our Clients, i.e. The Leasehold Management Company you are contracted with. If we are doing this, their complaint procedure lead times will be notified to you at step 2 or 3 so we can help you to understand what you should expect from then, and when.
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If your complaint about either SFM or your Leasehold Management Company has not addressed within 8 weeks (40 working days), you can address your complaint to The Property Ombudsman directly.
The Property Ombudsman do not charge for any complaint they handle.