Complaints Procedure
1. Introduction
At Pineapple Letting Limited, we are committed to providing a professional service to all our clients and customers. If something goes wrong, we want you to tell us about it so that we can improve our standards.
Our aim is to handle any issues or concerns as quickly and efficiently as possible. To achieve this, we will, try and initially resolve your issue within the Property Management Team.
This is why, in the first instance, all complaints will initially be directed to the Property Manager, and we would encourage you to have a discussion with them in the first instance as this will quite often resolve the matter in an expedient fashion.
The contact number for the Property Manager is 01625 521176.
If, after having the discussion referred to above, you feel that your complaint and/or concerns haven’t been adequately addressed, then this document outlines our formal complaints procedure, which complies with the requirements of our membership of the Property Redress Scheme (PRS), a government-approved property redress scheme.
2. Making a Complaint
If you have a complaint, please submit it in writing. This ensures that we fully understand the issue and can investigate thoroughly. You can do this by:
Pineapple Letting Limited, 24 Manchester Road, Wilmslow, Cheshire, SK9 1BG
Please include:
- Your full name and contact details
- The property address involved (if relevant)
- A clear description of your complaint
- What you would like us to do to resolve the matter
- Any relevant supporting documents
3. What Happens Next
- We will acknowledge receipt of your complaint within 3 working days.
- Your complaint will be investigated by the Property Manager.
- We aim to respond in full within 15 working days of receiving your complaint.
- If more time is required (e.g. due to complexity), we will update you within 15 working days and provide a revised response deadline.
4. Final Response
If you are not satisfied with the response from the Property Manager, you may escalate your complaint to Director level. If you choose to go down this route, we will:
- acknowledge receipt of your complaint within 3 working days.
- undertake a full review of your complaint, including how it was handled to date, which may require further investigations into the background of the concerns.
- Within 15 working days of receipt of the escalation, we will provide a written response detailing:
- The outcome of our investigation
- Any actions we will take or have taken
- Our final position on the matter
- This will be our final internal response.
5. Escalating to a Redress Scheme
If you are not satisfied with our final response, or if 8 weeks have passed since your initial complaint and the matter remains unresolved, you can refer your complaint to our redress scheme.
We are a member of:
Property Redress Scheme (PRS)
You can contact them via:
The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
You must refer your complaint to the redress scheme within 12 months of receiving our final response.
6. Record Keeping
We maintain a complete record of all complaints, investigations, and outcomes in accordance with our regulatory obligations and internal standards.
Contact Details
Pineapple Letting Limited
24 Manchester Road, Wilmslow, Cheshire, SK9 1BG
Phone: 01625 521176
https://www.pineappleletting.co.uk
Redress Scheme Membership No: PRS 051619.
