Our complaints procedure is designed to deal with any expression of customer dissatisfaction fairly, consistently and promptly. If a customer is dissatisfied in any way with the service provided, we will try to find out why and resolve the problem in an appropriate manner.

• Proactive Block Management Limited, a member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and in the event of us not being able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

• If you believe you have a complaint, in the first instance, please write to us at the address below:

Proactive Block Management Ltd, Unit 40 Devonshire Business Centre, Works Road, Letchworth Garden City, Herts, SG6 1GJ

• Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

• If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director.

• Proactive Block Management Ltd, Unit 40 Devonshire Business Centre, Works Road, Letchworth Garden City, Herts, SG6 1GJ

• In the event the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman.

• The Property Ombudsman Limited Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

• Email : Admin@tpos.co.uk | Website: www.tpos.co.uk Telephone: 01722 333306

• We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Property Ombudsman should we fail to deal with matters promptly or we do not comply with our in-house complaint procedure within 8 weeks from the date we receive your written notification.