Click to view the PDF version of the urbanbubble Complaint Procedure or see below.
urbanbubble – Complaint Procedure
At all times urbanbubble strive to provide a very high level of service; however we recognise that occasionally, we might not meet the high standards we set ourselves. If you are unhappy with our service, we’d like to know so we can put things right for you. For that reason, outlined below you’ll find some simple steps to take should you wish to make a complaint against urbanbubble, or a member of its staff.
We’re here to help
1.1 We’d like to deal with your issue as quickly as possible. Give us a call on 0161 236 3344 where we’ll be happy to talk to you about your issues. Your first point of contact should be the Property Manager of your site, who will try and resolve the matter as quickly and smoothly as possible.
If that doesn’t work or you would like to raise a written complaint, send us a letter clearly stating ‘complaint’ in the title and providing any information that could help us resolve the issues. All complaint letters will be acknowledged within 2 working days and your Property Manager will aim to respond and fully resolve your complaint to the satisfaction of both parties within 10 working days. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to let you know what’s going on and provide regular updates on our progress.
1.2 Should your Property Manager be unable to resolve your complaint to your satisfaction and you wish to take the matter further, your complaint should be sent in writing for the attention of the General Business Manager, who will investigate the complaint and original response.
The GBM will acknowledge your complaint within 2 working days and endeavour to resolve any issues to the satisfaction of both parties within 10 working days. After this period she will provide regular updates on her efforts if needed.
1.3 If at this stage you are not fully satisfied you may address your complaint directly to the Managing Director who will review the complaint in full and respond in writing within 10 working days.
urbanbubble contact details:
Sevendale House 7 Dale Street Manchester
Phone: 0161 236 3344
If at any time during the complaints process you or we feel that the process might benefit from the involvement of an independent mediator, this can be incorporated into the process. Although we acknowledge that mediation can help resolve problems in certain situations, we do not expect it to be necessary as we are more than happy to work and communicate directly with you throughout your complaints process. Should you wish to learn more about independent mediation you can have a look at the following website where you can find further information: http://www.civilmediation.justice.gov.uk/
3. Who else can help?
At urbanbubble we would like to work together with you to resolve any complaints you might have in order to come to a decision and action as quickly as possible. However, if you have gone through all the steps above and remain unhappy with the outcome of your complaint you may contact Ombudsman Services – Property, whose details are below.
As a member of ARMA, urbanbubble comply with the Royal Institution of Chartered Surveyors’ Code which is available from www.ricsbooks.com or telephone 0870 333 1600.
In addition, we provide access to an independently run Ombudsman scheme. Ombudsman Services will investigate complaints free of charge and aim to reach a speedy resolution. The service is entirely independent, meaning that all complaints are addressed fairly and any decisions will be based purely on the facts. Please note that the Ombudsman allows a period of 8 weeks for both parties to resolve a dispute before considering the issue unless there are exceptional circumstances.