I am the person at TPM responsible for handling complaints. If you wish me to investigate a matter, please provide me with full details of your complaint, along with copies of all the documentation or evidence supporting your concerns, which will assist me in investigating the matter. Please do not assume that I have access to any documents that are not sent to me, to which you wish me to refer.
I would prefer your letter and these documents in hard copy, suitably referenced and paginated, by post; email is acceptable, provided the attachments are also easily identifiable.
Once I receive your particularised summary, I will forward your letter to the Property Manager concerned and ask them to provide their understanding of the issues you raise.
Within 15 working days of receiving your particularised summary, I will write to you to inform you of the outcome of my investigation into your complaint and the action I have taken. If I need more time to investigate, I will contact you and explain why.
Should it be the case that you are dissatisfied with the outcome, you may escalate your response to Michael Yun, our Director of Client Relations at the address above or by email to myun@trustplc.com, who will conduct a separate review of your complaint within 15 working days of your escalating this to him. After he has concluded his review, I will issue our Final Viewpoint (“FV”) on your complaint.
If you are dissatisfied with any aspect of our handling of your complaint, including the conclusion that Michael or I have reached, or if more than eight weeks have elapsed since you first sent me your written complaint with supporting documentation, you may refer the matter to The Property Ombudsman Services Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. They provide an independent service free to consumers. You have up to 12 months from receipt of our final response to approach the Ombudsman.
Their telephone number is 01722 333306, their website is www.tpos.co.uk, and their email is admin@tpos.co.uk.
Yours faithfully BENJAMIN JC MIRE Managing Director