Countrywide Property Management



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	Customer Care Policy

	For everyone who has custom with Countrywide Property Management there is a clear customer care procedure if either the client or the tenant considers Countrywide to have let them down in some way. As a market leader within the property management sector, Countrywide aims to provide a high standard of service to clients and customers alike. To ensure that your interests are safeguarded and that you are fairly treated we offer the following guidance on how an issue can be raised.

1.	All branch staff will deal with day to day problems on a one to one basis, but once a formal complaint has been raised i.e. “I am not satisfied with the standard of work/conduct/behaviour, etc and I wish to make a complaint”, then at this stage you are requested to put your complaint in writing and send it to the Manager responsible for the branch. Should the Manager be unable to help, the Regional Manager should be consulted. The branch should provide you with the relevant name and address of who to write to.

2.	Your grievance letter will be investigated thoroughly in accordance with the established in-house procedures and a reply sent to you within ten working days of receipt of your original letter. This reply may request further information from you, or advise you as to the progress of the investigation, or indeed the reply may be our conclusion following the investigation.

3.	Subsequently, if you are dissatisfied with the way we have handled your complaint, you may forward your complaint on to the individual responsible, as follows: Steve Cox – Director (Midlands and North) Countrywide Property Management 161 New Union Street Coventry, CV1 2PL Chris March – Director (South) Countrywide Property Management Central House, Clifftown Road Southend on Sea, SS1 1AB Rob Fowler – Head of Operations (Southend) Countrywide Property Management Central House, Clifftown Road Southend on Sea, SS1 1AB

4.	Finally, having exhausted our in-house procedures and you are still not satisfied you may refer your complaint to In Relation to Leasehold Management the Association of Residential Managing Agents, 178 Battersea Park Road, London SW11 4ND, who will consider your complaint in line with the criteria and procedures set out in their published complaints leaflet. In Relation to Residential Management and In relation to Residential Lettings Association of Residential Letting Agents, Maple House, 53-55 Woodside Road, Amersham, Buckinghamshire, HP6 6AA In Relation to Commercial Property Matters RICS Regulation, Surveyor Court, Westwood Way, Coventry CV4 8JE.