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Purpose:

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Apollo Property Sourcing Ltd is committed to providing a professional, fair and transparent service to landlords, prospective tenants, tenants, contract-holders, guarantors, contractors and members of the public.

We recognise that concerns may occasionally arise. This procedure explains how complaints can be raised, investigated and resolved.

 

What Is a Complaint?

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A complaint is any expression of dissatisfaction regarding the service provided by Apollo Property Sourcing Ltd where the complainant would like the matter to be investigated and resolved.

 

Complaints may relate to matters such as:

• Poor communication
• Delays in responding
• Maintenance concerns
• Rent or payment queries
• Property management issues
• The conduct of a member of staff
• Compliance concerns
• Administrative errors

 

How to Make a Complaint

Complaints should be submitted in writing wherever possible.

Email: enquiries@apollopropertysourcing.com

Post: Apollo Property Sourcing Ltd
International House
10 Churchill Way
Cardiff
CF10 2HE

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A complaint may also be discussed with a member of staff. We may ask for the complaint to be confirmed in writing so that all relevant details are recorded accurately.

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Please provide the following information where possible:

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• Your full name
• The relevant property address
• Your contact details
• Full details of your complaint
• Relevant dates
• Supporting correspondence, documents or photographs
• The outcome you would like us to consider

 

Stage One – Initial Investigation

 

When we receive a complaint, we will:

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• Acknowledge receipt within five working days.
• Allocate the complaint to an appropriate person for investigation.
• Review all relevant information and correspondence.
• Contact any relevant parties where necessary.
• Provide a substantive written response as soon as reasonably possible and, where possible, within 15 working days.

If additional time is required because of the complexity of the complaint, we will explain the reason for the delay and provide an estimated timescale for our response.

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Stage Two – Management Review

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If you remain dissatisfied with our Stage One response, you may ask for the complaint to be reviewed by senior management.

The review will include:

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• A fresh assessment of the complaint and available evidence.
• A review of the original investigation and correspondence.
• Consideration of any new information provided.
• Consideration of whether the proposed resolution was reasonable and appropriate.

 

We will normally issue our final written response within 15 working days of receiving the review request.

If additional time is required, we will explain the reason for the delay and provide an updated timescale.

Our final response will confirm that our internal complaints procedure has been completed and explain your right to refer the matter to our independent redress scheme.

 

Independent Redress

Apollo Property Sourcing Ltd is a member of the Property Redress Scheme.

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you submitted your complaint and it has not been resolved, you may be able to refer the matter to the Property Redress Scheme.

The Property Redress Scheme provides a free and independent complaints resolution service for consumers.

You should normally contact the Property Redress Scheme within 12 months of our last communication with you concerning the complaint.

 

Further information and the online complaint form are available at:

www.propertyredress.co.uk/consumers

 

Complaints We May Be Unable to Investigate

 

We may be unable to investigate a complaint where:

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• The matter is already subject to legal proceedings.
• The complaint relates to another organisation over which we have no authority.
• The complaint is anonymous and insufficient information has been provided to investigate it.
• The same complaint has previously been fully investigated and no new evidence has been provided.

 

Where communication is abusive, threatening or unreasonably persistent, we may restrict the method or frequency of communication. However, we will still consider any genuine and substantive complaint wherever reasonably possible.

 

Confidentiality

Complaints will be handled confidentially. Information will only be shared with those who need it to investigate or resolve the matter.

Personal information will be processed in accordance with our Privacy Policy and applicable data-protection legislation.

Continuous Improvement

Complaints will be recorded and reviewed periodically to help us identify recurring issues, improve our procedures and enhance the service we provide.

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Contact Details

Apollo Property Sourcing Ltd
International House
10 Churchill Way
Cardiff
CF10 2HE

Email: enquiries@apollopropertysourcing.com
Website: www.apollopropertysourcing.com

Document version: 1.1
Review frequency: Annually or sooner if legislation, regulatory guidance or our redress arrangements change.