Complaints Policy
FSC’s commitment to you
At FSC Property, we value our landlords and tenants and believe that both parties deserve a fair, prompt, and respectful service at all times.
Stage 1: If you encounter an issue that cannot be resolved informally, we encourage you to write to the staff member who assisted you or their manager. In this letter, clearly outline your complaint, detailing its impact on you and the resolution you are seeking. You can expect an acknowledgment of your complaint within three working days and a response within 15 working days. If you’re unsure whom to address your letter to, please send it to Dorothy Monk at 115-117 Oakfield Road, Liverpool, L4 0UE, or email dot@fscproperty.com.
Stage 2: Should you find the initial response unsatisfactory, you have the option to write to Neil Heffey (neil@fscproperty.com) and request a review of your complaint and the response received. We aim to acknowledge your request within four working days and provide a response within 15 working days. While we strive for swift resolutions, some matters might be complex and require a more extended investigation. In such cases, we will send you an interim response outlining the ongoing investigation and the expected timeline for a comprehensive reply
If, after these steps, you are still dissatisfied, you can escalate the matter to The Property Ombudsman (TPO) at the following address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
www.tpos.co.uk
Please note:
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final response, including any supporting evidence.
In order to comply with the rules set by The Property Ombudsman, it is necessary to follow our internal complaints procedure before seeking an independent review. This means that if you have a complaint, the initial step is to bring it to our attention so that we can attempt to resolve the issue internally. If, after 8 weeks, there has been no resolution or you remain unsatisfied with the outcome, you may then proceed to submit your complaint for an independent review.