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Complaints Policy

 

KHALBROS has a complaints procedure and a complaints registration system. The complaints procedure oversees the handling of all types of complaints (both internally and externally) reaching KHALBROS. The complaints registration system supports this procedure.

We work on the principle that complaints are handled confidentially, and that people are only made aware of the complaint or its existence if their position makes this desirable or necessary.

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The following subjects are dealt with in more detail in the complaints procedure:

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  • Purpose

  • Definition of the complaint

  • Obligation to report

  • Handling and settlement of external complaints

  • Handling and settlement of internal complaints

  • Urgent complaints

  • Supervision and management

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1.1 Purpose of the Complaints Procedure

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The purpose is to gain understanding into the nature, extent and possible resolution of complaints about KHALBROS, so that adequate measures can be taken where necessary to reach an agreement to settle the complaint and prevent its reoccurrence in the future.

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1.2 Definition of the Complaint

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A distinction is made between internal and external complaints.

Internal complaints:

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An internal complaint is a non-personal, written expression of dissatisfaction (incl. email) by a staff member of KHALBROS about a specific process or a specific action or omission on the part of KHALBROS.

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External complaints:

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External complaints concern any written expression of dissatisfaction (incl. email) by a customer or business contact about any action or omission on the part of KHALBROS, its staff, or one of its contracted subcontractors.

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A complaint by telephone or communicated orally is not considered a complaint. The staff member to whom the complaint is expressed will explain to the complainant that if he/she wishes to submit a complaint, this can be done in writing.

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1.3 Obligation to Report

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In accordance with this complaints procedure, every KHALBROS staff member must report external complaints to their immediate superior. They will ensure this is done immediately after receipt of the complaint. The registration and settlement are discussed in more detail under Section 2.

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2. Handling and Settlement of External Complaints

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External complaints can be emailed to complaints@khalbros.co.uk or sent by post to:

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KHALBROS Group

20 York Place 

LEEDS

LS1 2EX

 

Step 1:

The complaint is received by KHALBROS and is forwarded to the relevant business unit.

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Step 2:

The relevant business unit confirms the complaint within two working days, stating who will handle it.

If the complaint relates to a matter which is already being handled by Solicitors or alternative ADR settlement schemes, you will be advised of this and asked to redirect your correspondence. The complaints process for such matters will end here.

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Step 3:

A copy of the complaint is sent to the person handling the complaint, who must respond to the complaint in writing within 15 working days. A copy of this response must be sent to the Compliance department.

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Step 4:

If no reply is received from the complainant within five working days of the dispatch of the written response, the complaint will be considered settled.

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Step 5:

The person handling the complaint archives the letter of complaint in the relevant complainant's file. The Compliance department will also archive a copy of the correspondence.

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3. Handling and Settlement of Internal Complaints

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Step 1:

The internal complaint must be submitted in writing by the staff member to her/his immediate superior. If, for whatever reason, this is not possible, the complaint can be submitted to the general management.

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Step 2:

The complaint is handled by the Compliance department, which brings the complaint to the attention of the person within KHALBROS responsible for resolving the complaint.

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4. Urgent Complaints

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If a complaint has to be resolved urgently, the person receiving the complaint is responsible for its timely settlement.

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5. Supervision and Management

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KHALBROS' Management is responsible for supervising compliance with the complaints procedure. The data concerning the complaint are kept by the person handling the complaint for a period of at least one year after it has been settled.

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6. Tentant/Tenancy Complaints

After receiving our response, if you feel your complaint has not been fully addressed, we would advise that you contact our independent redress scheme. 

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We are members of PropertyMark, if you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to PropertyMark, go to the PropertyMark website to download a complaint form. PropertyMark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence. 

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PropertyMark

01926 496791 - complaints@propertymark.co.uk  

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7. Block Management Complaints 

After receiving our response, if you feel your complaint has not been fully addressed, we would advise that you contact Property Institute. 

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