Complaints Procedure
At Carrick & Reid Property Management Ltd, we are committed to providing a high standard of service to all our clients and residents. We understand that occasionally things may go wrong, and when they do, we encourage you to let us know so we can address your concerns promptly and effectively.
How to make a complaint
If you have a complaint, please follow the steps below:
Step One
Informal Resolution
1. Contact Us:
Please contact your designated Property Manager or our customer service team as soon as an issue arises. You can reach us by phone at 0151 294 4342 or email at contact@carrickandreid.co.uk . Many issues can be resolved quickly through informal discussions.
2. Provide Details:
When you contact us, please provide as much detail as possible about your complaint, including any relevant dates, times, and the names of individuals involved.
Step Two
Formal Complaint
If you are not satisfied with the response to your initial contact or if you believe the issue requires further attention, you may escalate your complaint to a formal process:
​
1. Submit Your Complaint in Writing:
Send a formal written complaint to contact@carrickandreid.co.uk or by post to:
​
Carrick & Reid Property Management Ltd
Office 26, 3a Bridgewater Street
Liverpool
L1 0AB
​
Please include:
-
Your full name and contact details.
-
A detailed description of the issue.
-
Any relevant documentation or correspondence.
-
The outcome you are seeking.
2. Acknowledgment:
We will acknowledge receipt of your formal complaint within 3-5 working days and provide you with the name of the person handling your complaint.
3. Investigation:
A senior member of our team will investigate your complaint thoroughly. This may involve reviewing documents, speaking with relevant staff, and gathering additional information.
4. Response:
We aim to provide a written response within 7-10 working days of acknowledging your complaint. If we need more time to investigate, we will inform you of the reasons for the delay and provide an estimated response time.
Step Three
Appeal
If you are not satisfied with the outcome of the investigation:
​
1. Request a Review:
You may request that the decision be reviewed by a director or another senior member of our team. Please submit your request in writing to contact@carrickandreid.co.uk within 7 days of receiving our response.
​
2. Final Decision:
We will review your appeal and provide a final written decision within 7-10 working days. This decision will be the final position of Carrick & Reid Property Management Ltd on the matter.
Step Four
External Resolution
If you remain dissatisfied after completing our internal complaints procedure, you may refer your complaint to an external body, such as:
The Property Ombudsman
Contact Details of The Property Ombudsman - https://www.tpos.co.uk/ email: admin@tpos.co.uk Tel: 01722 333306
3. Record Keeping
We will maintain records of all complaints received, the actions taken, and the outcomes. This helps us to identify any trends or areas for improvement in our service.
​
4. Confidentiality
All complaints will be handled with the utmost confidentiality. We will only share information with those involved in addressing your complaint.
5. Continuous Improvement
We review our complaints procedure regularly to ensure it remains effective and responsive to the needs of our clients and residents.
Contact Us
If you have any questions about this complaints procedure, please contact us at:
Carrick & Reid Property Management Ltd
Office 26, 3a Bridgewater Street, Liverpool, L1 0AB
Tel: 0151 294 4342
Get in Touch
Carrick & Reid Property Management Office 26, 3a Bridgewater Street
Liverpool
L1 0AR
0151 294 4342