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. Pauline Southam, New Business Manager, will receive all complaints in the first instance. She is based at Chainbow, 16th Floor Tower Building, 11 York Road, London SE1 7NX, Phone: 0207 928 9944 E-mail: paulinesoutham@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, Pauline Southam 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 it is unclear from the written summary the issue of the complaint, 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 relation to this. Pauline Southam 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.)
  5. If there is dissatisfaction 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, Phone: 0207 928 9944 E-mail: rogersoutham@chainbow.com.
  6. If you are still dissatisfied, referral should be made to the Royal Institution of Chartered Surveyors’ Complaints Handling Procedure or either of the Ombudsman Schemes below, for mediation and dispute resolution (contact details below):

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
T: 020 7421 3800
F: 020 7831 1942
E: info@housing-ombudsman.org.uk

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

Surveyors Ombudsman Service
PO Box 1021
Warrington
WA4 9FE
T: 0845 050 8181 
F: 0845 051 1213
Textphone: 0845 051 1513 or 01925 430886
E:  enquiries@surveyors-ombudsman.org.uk