Complaints Procedure

Purpose

This procedure sets out how Bespoke Block Management Ltd handles complaints in a fair, consistent, and transparent manner. It is designed to meet the requirements of The Property Ombudsman (TPO) and The Property Institute (TPI).

Stage 1 - Internal Review

If you wish to make a complaint about any aspect of our service, please write to:

Complaints Officer
Bespoke Block Management Ltd
17 Gorse Crescent
Ditton, Aylesford
Kent, ME20 6ES
Email: complaints@bespokeblockmanagement.com

Your complaint should include:

  • Your full name and address

  • The property or block name (if applicable)

  • A clear description of your complaint and what outcome you are seeking

  • Any relevant documents or evidence.

We will:

  1. Acknowledge your complaint in writing within 5 working days of receipt.

  2. Investigate the matter thoroughly and respond in writing within 15 working days of the acknowledgement.

  3. If we are unable to respond fully within this timeframe, we will provide an update explaining the delay and a revised response date.

If you remain dissatisfied after receiving our Stage 1 response, you may request that your complaint is escalated to Stage 2.

Stage 2 - Final Review by Senior Management

If you are not satisfied with our initial response, please write to:

Managing Director
Bespoke Block Management Ltd
Email: director@bespokeblockmanagement.com

We will:

  1. Acknowledge your escalation within 5 working days.

  2. Conduct a full and impartial review of the complaint, including any new evidence provided.

  3. Issue a final written response within 15 working days of acknowledgement.
    This letter will confirm our final position and outline your right to refer the matter to The Property Ombudsman.

Record Keeping

All complaints and related correspondence are logged and retained for a minimum of six years. Records are periodically reviewed to identify and address recurring service issues.

Stage 3 - Independent Redress

(The Property Ombudsman)

If you remain dissatisfied after completing both internal stages, or if eight weeks have passed since your initial complaint without a final response, you may refer the matter to:

The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
Website: www.tpos.co.uk
Email: admin@tpos.co.uk

TPO will only review complaints that have completed our internal process. Complaints must usually be referred within 12 months of our final written response.

Accessibility

This procedure is published on our website and is available upon request in printed or alternative formats.