1. Introduction

At Cornwall Properties Ltd, we are committed to providing the highest standard of service to all our clients. However, we understand that sometimes issues may arise, and when they do, we want to address them promptly and fairly. This complaints procedure outlines the steps you can take if you have a complaint about any aspect of our service.

2. Making a Complaint

If you have a complaint, please follow these steps:

• Step 1: Informal Resolution: We encourage you to first discuss your concerns with your dedicated property manager or another member of our team. Many issues can be resolved quickly and informally in this way.
• Step 2: Formal Complaint: If you are not satisfied with the response you receive or if the matter remains unresolved, you can make a formal complaint by contacting our Complaints Department. You can do this by email or letter, using the contact details provided below. Please include as much detail as possible about your complaint, along with any relevant documents or correspondence.

Contact Details for Formal Complaints:

Cornwall Properties Ltd
Complaints Department
18 Lower Market Street
Penryn, Cornwall, TR10 8BG
Email: [email protected]
Tel: 01326 702800

3. Acknowledgement

We will acknowledge receipt of your complaint within 7 working days. This acknowledgment will include the name of the person handling your complaint and an estimated timeframe for resolution.

4. Investigation

Your complaint will be investigated thoroughly and impartially by a member of our Complaints Department who was not directly involved in the matter you are complaining about. We may need to contact you for further information or clarification during this process.

5. Response

We aim to provide a full written response to your complaint within 30 working days of acknowledging receipt. If we are unable to resolve your complaint within this timeframe, we will provide you with an update on the progress of our investigation and an estimated timeframe for resolution.

6. Escalation

If you remain dissatisfied with the outcome of our investigation, you may escalate your complaint to a senior member of staff within Cornwall Properties Ltd. They will review the investigation and response and work with you to reach a satisfactory resolution.

7. Contacting Regulatory Bodies

If your complaint relates to a breach of our obligations under relevant legislation or regulations, you have the right to escalate your complaint to the appropriate regulatory body, such as the Property Redress Scheme.

8. Monitoring and Review

We take all complaints seriously and use feedback to continually improve our services. We regularly review our complaints procedure to ensure it remains effective and meets the needs of our clients.