Whilst our staff undertake their duties in a conscientious, polite and efficient manner, we recognise that occasionally errors may occur, or a dispute may arise.

In all cases, we would hope that any dispute could be resolved informally without needing escalation. However, in the rare event that an informal solution cannot be found, it will be necessary to investigate the matter on a more formal basis.

In this event, we ask that we are notified as soon as possible after the incident (within 10 working days if possible) so that the matter can be investigated. We are then able to learn from these experiences and continuously improve our service to you. All complaints are taken seriously, and every effort will be made to deal with them promptly and transparently.

We have provided below the outline to our process which will help us to deal promptly with your comments.

1. Definition of ‘complaint’: For the purposes of this process, this complaint shall be about the level of service provided by Breeze Residential Property Management Limited (Breeze PM) or the actions of an employee, retained consultant or service provider.

The scope of the managing agent’s duties is laid out in the RICS Code of Conduct which forms the basis of any management agreement. Copies of the Code can be obtained from www.RICS.org/uk.

2. Making a complaint: By letter to the Customer Services Team, Breeze Residential Property Management Limited, First Floor, 6 Nelson Street, Southend on Sea, Essex, SS1 1EF or by email to hello@breezepm.co.uk. Details that should be provided are the date of the incident, the location of the incident, the name of the employee involved or service provider, and a detailed account of the incident.

3. Acknowledgement: We will acknowledge your communication within 3 working days of receipt.

4. Investigating your complaint: Your complaint will be passed to a member of the Customer Services Team, who will thoroughly investigate the matter. You will receive a full written response setting out the findings of our investigation within 15 working days of our acknowledgement.

5. Appealing the decision: If you remain dissatisfied with our decision, you should provide the reasons for this in writing to the Customer Services Team at Breeze Residential Property Management Limited or by email to hello@breezepm.co.uk. Your appeal will be escalated to a senior member of staff, and a written decision following this review will be provided. This outcome will be provided within 15 working days of acknowledging your appeal.

6. Further representation: If you remain dissatisfied with the outcome of this process after the appeal stage, or if more than 8 weeks have elapsed since the complaint was first made, you may refer the matter - without charge to:

The Property Ombudsman (TPOS), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

Tel: 01722 333 306

Fax: 01722 332 296

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through our in-house complaints procedure before being submitted for an independent review.