Policies

Complaints Procedure

At Maintain Group, we are dedicated to delivering a professional service to all our clients and customers. However, if something goes wrong, we want to hear from you. Your feedback helps us continuously improve our standards.

How to Make a Complaint

If you have a complaint, please submit it in writing, providing as much detail as possible. We will handle your complaint in line with the steps outlined below. If we do not resolve your complaint within eight weeks, you may be able to refer the matter to The Property Ombudsman for independent review, even without a final response from us.

What Will Happen Next?

  1. Acknowledgement
    We will acknowledge receipt of your complaint within three working days of receiving it. We will also enclose a copy of this complaints procedure for your reference.
  2. Investigation
    Your complaint will be investigated, typically by the office manager. They will review your file and consult with the staff member who handled your case. A formal written response, outlining the outcome of the investigation, will be sent to you within 15 working days of the acknowledgement letter.
  3. Further Review
    If you are not satisfied with the outcome, please contact us again. We will arrange for a senior staff member to conduct a separate review. You will receive a written response with our final viewpoint on the matter within 15 working days of your request for further review.
  4. Referral to The Property Redress Scheme
    If you remain dissatisfied after receiving our final response, you can refer your complaint to The Property Redress Scheme  for an independent review.                  Contact details for The Property Redress Scheme: 

    1. The Property Redress Scheme 
      Limelight
      1st Floor Studio 3
      Elstree Way
      Borehamwood
      WD6 1JH
      Phone: 0333 321 9418
      Website: www.theprs.co.uk

Important Notes:

  • You must submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, and include any supporting evidence.
  • Before referring your complaint to The Property Redress Scheme, please ensure that you have followed our internal complaints procedure.