Website Complaints Policy

Graysons Properties takes complaints very seriously and aims to ensure that all customers, clients, and residents are satisfied with the service they receive. When a complaint is made, we ensure it is handled courteously, fairly, and promptly, with the aim of reaching a satisfactory resolution as quickly as possible.

Our approach is based on the principle that complaints should be handled in the same way we would wish our own concerns to be addressed. We are committed to learning from mistakes and responding to all concerns in a sensitive and constructive manner.

1. Responsibility for handling complaints

A senior member of the Compliance Team is responsible for managing and responding to complaints regarding our services.

 

2. Complaints made by telephone

• If an individual makes a complaint by telephone: We will listen carefully and offer to refer the caller directly to a senior member of the Compliance Team.
• If no senior Compliance Team Member is available, the caller will be informed when a discussion can take place, and arrangements will be made accordingly.
• The receiving staff member will take brief details of the complaint and pass them on promptly.
• If a timely discussion cannot be arranged – or if the caller does not wish to wait – the caller will be asked to provide their complaint in writing to compliance@graysonsproperties.co.uk so that it can be reviewed by the responsible person.
• Where the caller wishes to escalate their initial complaint to a formal complaint, they will be asked to do so in writing via email or post, or by submitting a complaint on the Graysons Properties App.

 

3. Complaints made in writing

If a complaint is received in writing (including email), it will be forwarded to a senior member of the Compliance Team.

 

4. Safety or Safety-Related Charge Complaints

Complaints relating to Health and Safety or associated charges will be handled by a senior member of the Compliance Team. Where a complaint concerns the conduct of Compliance personnel, or where additional independence is appropriate, the matter will be reviewed in collaboration with our HR representative.

 

 

 

5. Acknowledgement and Timescales

• We will acknowledge all complaints in writing within 3 working days, enclosing a copy of this Complaints Policy.
• We aim to investigate and respond within 10 working days of receiving the complaint.
• If the investigation cannot be completed within 10 working days, the complainant will be notified in writing, with an explanation for the delay and a revised estimated timescale.

 

6. Outcome and Written Decision

Once the investigation is complete, we will provide a written decision detailing our findings and any actions taken. This will be sent promptly following the conclusion of the investigation.

 

7. Record Keeping

Comprehensive records are maintained for all complaints received, in line with good practice and relevant regulatory requirements.

 

8. Independent Redress and External Escalation

If the complainant is not satisfied with the outcome of our internal procedure, they may escalate the matter to the Property Redress Scheme and/or the ANUK National Code of Standards for Larger Student Developments (Non-educational establishments).

 

Property Redress Scheme

Address: Premiere House, 1^st Floor, Elstree Way, Borehamwood, WD6 1JH

Email: info@theprs.co.uk

Website: www.theprs.co.uk

 

ANUK National Code – The National Code Administrator

Address: The National Codes Administrator c/o Unipol Student Homes, 155-157 Woodhouse Lane, Leeds, LS2 3ED

Website: www.nationalcode.org/forms/making-a-complaint

 

 

Our approach is based on the principle that complaints should be handled in the same way we would wish our own concerns to be addressed. We are committed to learning from mistakes and responding to all concerns in a sensitive and constructive manner.