In-house Complaints Procedure

At M.P Build & Maintain, we are committed to providing a high standard of service to all our clients and customers. However, if something goes wrong, we want to hear from you. Your feedback helps us improve and maintain the quality of our services.

1. How to Make a Complaint

If you wish to make a complaint, please submit it in writing, addressed to the relevant Manager or representative at M.P Build & Maintain.

Your complaint should include as much detail as possible to help us understand and investigate the issue effectively.

2. Acknowledgement of Your Complaint

Once we receive your complaint:

• We will acknowledge receipt within three (3) working days
• We will provide confirmation that your complaint is being reviewed
• A copy of this complaints procedure may be shared for your reference

3. Investigation Process

Your complaint will be investigated thoroughly:

• The matter will be reviewed by a responsible manager or appropriate member of the team
• We may review relevant documentation and speak with staff involved
• Our aim is to ensure a fair, transparent, and prompt resolution

A formal written response outlining the outcome of our investigation will be provided within 15 working days of the acknowledgement.

4. If You Are Not Satisfied

If you are not satisfied with the outcome:

• You may request a further review of your complaint
• The review will be conducted by a senior representative or Director not previously involved

We will provide a final written response within 15 working days of receiving your request for review.

5. Escalation to Independent Review

If you remain dissatisfied after our final response, you may refer your complaint for independent review to:

The Property Ombudsman Ltd
Milford House
43–45 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Website: www.tpos.co.uk

6. Important Notes

• Complaints must be submitted to The Property Ombudsman within 12 months of receiving our final response
• The Ombudsman will only consider complaints that have first been addressed through our internal complaints procedure

7. Our Commitment

We take all complaints seriously and aim to resolve them promptly, fairly, and professionally. Your feedback plays an important role in helping us improve our services and maintain high standards.