Complaints

We are committed to providing a professional service to all our customers. If things go wrong, we need you to tell us about it. This will help us to improve our service going forward and resolve issues as soon as possible.

We recognise there may be an occasion where you feel dissatisfied with the response received via your initial communications with our customer care, credit control, legal  or operations department. In the first instance we will escalate your complaint to the appropriate line manager to respond.  If they are not able to respond to the matter to your satisfaction, you will then be able to commence Stage 1 of our complaints process as outlined below.

Please note:  We are only able to accept individual complaints, group complaints cannot be accepted.

Following on from the relevant Line Manager response, There are 3 stages to our complaints procedure:

Stage 1 – Your complaint

Please complete the complaints form below.  Alternatively, please put your complaint in writing to:

Complaints, Meadfleet Ltd, Unit 2, Meadway Court, Meadway Technology Park, Rutherford Close, Stevenage, SG1 2EF.

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose/attach any supporting evidence and a desired resolution.

Please note: If we find no evidence of prior communication in relation to the issue raised, your complaint will be directed to the relevant department or manager first to provide a response and it will not be accepted as a Stage 1 complaint.

We will acknowledge your complaint within 3 working days of receipt.

We will then start our inhouse complaints process. It will be investigated by a Senior manager or Director; we will provide a formal written response addressing your specific complaint and propose resolutions where appropriate. You can expect a full response to your complaint within 10 working days of its receipt. However, on very rare occasions we may need longer to investigate your complaint. If we do need more time we will contact you to let you know when you can expect a response.

All personal data are processed in accordance with UK data protection legislation. All feasible security measures are in place.

Stage 1 Complaint Form

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose/attach any supporting evidence and a desired resolution. **PLEASE ENSURE ALL MANDATORY FIELDS ARE COMPLETED, OTHERWISE THE FORM WILL NOT BE SUBMITTED**
  • This can be found on your invoice and will be in the format 000-0000 / 000-000.
  • Max. file size: 512 MB.
  • Max. file size: 512 MB.
  • Max. file size: 512 MB.

Stage 2 – Appeal

If you believe that your complaint has not been addressed in full or you are able to provide further information, you can appeal.   Please complete the form below or write to us at the address in Stage 1

A Director who has not previously been involved in your complaint will be appointed to investigate the issues and respond to you directly.

We will acknowledge your complaint appeal within 3 working days of receipt.  You can expect a full response to your appeal within 10 working days of receipt.  However, we may need longer to investigate, if we do need more time we will contact you to let you know.

All personal data are processed in accordance with UK data protection legislation. All feasible security measures are in place.

Stage 2 Complaint Appeal Form

Please use this form if you would like to appeal our response to your complaint. Please include as much detail as possible, including full details of why you aren't happy with our previous response to your complaint, any further information and a desired resolution. **PLEASE ENSURE ALL MANDATORY FIELDS ARE COMPLETED, OTHERWISE THE FORM WILL NOT BE SUBMITTED**
  • This can be found on your invoice and will be in the format 000-0000 / 000-000.
  • Max. file size: 512 MB.
  • Max. file size: 512 MB.
  • Max. file size: 512 MB.

Stage 3 – The Property Ombudsman Scheme

We believe that all our customers should have the opportunity to complain to us, but if they then feel that we’ve not offered a suitable resolution, be able to refer the complaint to an independent body for a review. If you are 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 and no response has been received) you can request an independent review from The Property Ombudsman Scheme (TPOS).

Meadfleet are voluntary members of The Property Ombudsman Scheme, allowing our residents access to an independent complaint review at no cost.

There are a few criteria you’ll need to meet, if you wish to raise a case with the Ombudsman:

  • Your complaint can’t relate to an issue dated before 1st September 2019 (when we became members of the TPOS)
  • You must have raised the issue with us first, by completing Meadfleet’s internal complaints procedure (you must have received our Stage 2 / appeal letter).
  • The issue must be related to a service you have received from Meadfleet. The Ombudsman cannot affect or alter the contract you have with Meadfleet.

You must refer your complaint to the Ombudsman within 12 months of receiving our Stage 2 (appeal) letter. The option to approach the Ombudsman is the third and final stage of Meadfleet’s complaints procedure and is the final point of contact to resolve complaints.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
01722 333306
www.tpos.co.uk  admin@tpos.co.uk 

Please note: No charge will be made for any complaints referred to TPOS.

Lucy GibsonComplaints