Filtons Stratford Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired

• To gather information which helps us to improve what we do

Complaints Procedure of Filtons Stratford Ltd

Publicised Contact Details for Complaints:

Written complaints may be sent to Filtons Stratford Ltd to 190 High Street, London, E15 2NE or by e-mail to office@filtons.com

Verbal complaints may be made by phone to 020 3095 0955 or in-person to any of Filtons Stratford Ltd staff at 190 High Street, London, E15 2NE.

Resolving Complaints

Stage One

Once a complaint has been received, the complaint information should be passed to the Manager. Complaints will be acknowledged by the person handling the complaint within a week.

Ideally, complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by the Directors.

The request for Directors review should be acknowledged within a week of receiving it. 

Ideally, complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

The decision taken at this stage is final unless the Directors decide it is appropriate to seek external assistance with resolution. 

External Stage

If you are still unhappy with the final response to your complaint, you can write to the Property Redress Scheme within six months from the date of our final letter. Property Redress Scheme will review your complaint and advise you according to their decision. The TPOS website is: www.theprs.co.uk