Complaint Handling Procedure

• Stage One: CPM will review and consider your complaint in full and make every effort to resolve it to your satisfaction.
• Stage Two: If you remain dissatisfied after Stage One, you may refer your complaint to an independent redress provider.

If you have already spoken to us about your complaint, please provide the full details in writing to ensure we fully understand your concerns, using the form below or by writing to:

Upon receipt, we will:

• Acknowledge your complaint within three (3) working days.
• Aim to provide a full response within seven (7) working days.

If your complaint relates to data protection or a breach of UK GDPR guidance, please state this clearly on the form below. Please be aware that these types of complaints can take longer to investigate and could take up to 30 days to acknowledge receipt.

Under data protection laws, we must provide a response within a reasonable amount of time, but our aim is to have the complaint acknowledged, investigated and resolved within 30 days, where possible. If a full response cannot be provided within that timeframe, we will contact you within 7 working days to explain the reason for the delay and advise when you can expect a final response.

If you are not satisfied with the outcome of Stage One, you have the right to escalate your complaint to an independent redress provider. Custom Property Management is registered with the Property Redress Scheme and Propertymark.

Alternatively, you can escalate the complaint to Propertymark, the UK's leading professional body for property agents.

To help us investigate your complaint as quickly as possible, please include:

• Complainant details: full contact information, including any special requirements or considerations.
• Dates & timeline: key dates and times relating to the complaint (e.g. when the incident occurred, when calls were made or emails sent).
• Description of complaint: a clear, detailed account of the issue, including relevant evidence such as emails, letters, call logs, or photographs.

1. Acknowledgment: upon receipt of a written complaint, we will send an acknowledgment email confirming receipt and advising when to expect a full update.
2. Assignment: a Complaints Handler will be assigned and issued a unique reference number for tracking.
3. Investigation: the Complaints Handler will review the complaint and all supporting documents, create a timeline, and identify any recurring issues.
4. Communication: all correspondence will be in writing, and telephone calls must be followed up with a confirming email.
5. Resolution: the Complaints Handler will issue a written outcome, including next steps if you are dissatisfied, such as escalation to the redress scheme or legal advice.

Every complaint presents an opportunity for learning and improvement. CPM will:

• Review complaints for recurring issues or process gaps.
• Implement corrective actions to prevent reoccurrence.
• Provide additional staff training where necessary.
• Regularly review and update policies and procedures to enhance service delivery.

All complaints received by CPM are thoroughly investigated by a designated Complaints Handler and treated with the utmost confidentiality. We comply with the General Data Protection Regulation (GDPR) 2018 and will retain complaint records for three (3) years, after which they will be securely deleted. For further information about how we process your data, please refer to our Privacy Policy.