Complaints Procedure

Isca Bay is a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to hand any issues or concerns effectively and wherever possible as soon as they are raised.

This is my guidance for making a complaint in relation to Residential Lettings and Property Management.

Please note that I may not be able to assist with complaints relating to maintenance if you are a customer of our Rent Collection or Let Only services.

Isca Bay up to date has not received any complaints, however I understand that sometimes things don’t go exactly to plan and occasionally go wrong. I will do everything to try and solve the problem as soon as possible, if I can.

Stage One
If you do feel the need to complain, I would be grateful if you could ring me first. I will document our telephone conversation and confirm it in a letter to you. Sometimes, this is all that might be needed. However, once a formal complaint has been made we will acknowledge it in writing within 3 days of receipt. All complaints will be responded to within 15 days with a summary of action taken and response from relevant party. In the unlikely event of a delay to your request we will keep you informed on a regular basis of progress.

Stage Two
If however you are not satisfied with the initial response to your complaint, please write to me at 35 The Strand, Exmouth, Devon, EX8 1AQ or and hopefully we can further try and resolve the problem. All complaints will be responded to within 15 days with a summary of action taken and response from relevant party. In the unlikely event of a delay to your request we will keep you informed on a regular basis of progress.

Stage Three
Should you not be satisfied with the outcome of Isca Bay’s response to your complaint, you have the right to refer the matter to The Property Ombudsman, details of which can be found below.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

Phone Number: 01722 333306
admin@tpos.co.uk
www.tpos.co.uk

Please note that if you do wish to contact The Property Ombudsman (TPOS) you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.

I do hope that should you ever have to complain, that we manage to rectify the situation before it goes to The Property Ombudsman.