In the event that you are dissatisfied with the service you have received from CURE Property Management Limited (CURE) you should ask for details of our complaints handling procedure and the name of the individual appointed to manage complaints.

CURE must offer a Complaints Procedure and if you are dissatisfied with any aspect of the service we provide then you may make a formal complaint. We set out below the procedure that CURE will follow in dealing with any complaint:

1    Ms D Fraser or her appointed representative will deal with any complaint you may have. If you have a concern or if you would like to make a complaint, please post your complaint in writing to our office address as set out below and marked for the attention of Mr J Dyer, CURE Property Management Limited, Provident House, Burrell Row, Beckenham, Kent BR3 1AT

2    Should you need to make a complaint about any member of staff working for the above company, please address this complaint to Mr J Dyer, to be sent by post, to the address above, marked Private and Confidential.

3    If you have initially made your complaint verbally – whether face to face or on the telephone please also submit it in writing, by post, addressed to Mr J Dyer at the above address.

4    Once we have received your written complaint, Ms Fraser, or an approved representative in her absence, will acknowledge receipt within three working days.

5    Within fifteen working days of receipt of your written complaint, Ms Fraser will write to you to inform you of the outcome of her investigation into your complaint and to let you know what actions will be taken. If the matter is complex or requires additional time to further investigate, we will update you accordingly and keep you informed of progress.

6    If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then without charge, you may refer the matter to The Property Ombudsman Services Limited if it falls within the scope of the Scheme at the following contact details.

The Property Ombudsman Services Limited (- previously Ombudsman Services: Property)
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk Website: www.tpos.co.uk

CURE Property Management Limited                            Revision: March 2023