Complaints Policy Style Apartments

Complaints Procedure

We take complaints about our work, team and levels of service very seriously. If you are

not satisfied, please follow the process for raising a formal complaint.

What complaints we can deal with:

We can only handle complaints about the work, our team and levels of service

provided by Style Apartments Ltd.

We can’t deal with:

Complaints about third party contractors & companies, actions taken by councils or local

authorities, actions taken by fellow housemates.

If you want to make a formal complaint about Style Apartments, we will need:

A clear, detailed description of what your complaint is about
Details of the chain of events that took place which resulted in your complaint (date
and times included)
Copies of any letters or emails related to the complaint
Your email address (so we can reply)
A valid Phone Number (so we can contact you)

Email our customer service manager at admin@styleapartments.co.uk

The customer service manager will acknowledge receipt and will forward your complaint

on to the relevant manager to begin the investigation.

When you’ve made your complaint, we will:

Send an email to let you know that we’ve received it (as long as you’ve provided a valid

email address).

Stage 1: Complaints go to the manager of the individual or team that your complaint

references. The manager will investigate, with a target of responding to your complaint

within 10 working days.

Stage 2: Complaints are investigated by the senior manager responsible for the team that

your complaint references. They will investigate with a target of responding to your

complaint within 10 working days

Stage 3: Complaints are investigated by a managing director who is independent of the

individual or team that your complaint references. They will investigate with a target of

responding to your complaint within 10 working days

At each stage of our complaints process, you will be provided with the information to

escalate your complaint if you are unhappy with the response that you receive.

If, after following the 3 stages of our complaints process, you are not satisfied with the

outcome of your formal complaint, you can lodge a formal complaint with the Citizens Advice bureau.