Complaints policy and procedure

This complaints procedure applies to Chainbow and has been devised to try to ensure leaseholders have an effective route to voice concerns and get resolution.

  1. Sally Neilson will receive all complaints in the first instance. She is based at Chainbow, 16th Floor Tower Building, 11 York Road, London SE1 7NX, T: 0207 928 9944 E: sallyneilson@chainbow.com.
  2. Where a complaint is made orally you will be requested to send a written summary of the complaint.
  3. Within five working days of receipt of your written summary, Sally Neilson will write to the complainant informing them of the outcome of the investigation into the complaint and to advise what actions are to be taken. (In her absence another senior person will attend.)
  4. If the issue of the complaint is unclear from the writ ten summary, we will contact you in writing within five days informing you of our understanding of the circumstances. You will be invited to make any comment in relat ion to this. Sally Neilson will write to the complainant informing them of the outcome of the invest igat ion into the complaint and to advise what actions are to be taken. (In her absence another senior person will respond.)
  5. If there is dissat isfaction with any aspect of the handling of a complaint, contact should be made with Roger Southam, Chairman, Chainbow, 16th Floor Tower Building, 11 York Road, London SE1 7NX. Roger Southam will ensure a separate review of the complaint is carried out and will advise within ten working days of the conclusion of this review, T: 0207 928 9944 E: rogersoutham@chainbow.com.
  6. If you are still dissatisfied, referral should be made to the Royal Institution of Chartered Surveyors’ Complaints Handling Procedure or the Ombudsman Scheme for mediation and dispute resolution (contact details below):

RICS Contact Centre
Surveyor Court
Westwood Way
Coventry
CV4 8JE
T: 0870 333 1600
F: 020 7334 3811
E: contactrics@rics.org

Ombudsman Service
PO Box 1021
Warrington
WA4 9FE
T: 0330 440 1634 or 01925 530 270
F: 0330 440 1635 or 01925 530 271
Textphone: 0330 440 1600 or 01925
E:  enquiries@os-property.org