Complaints Procedure

if you wish to raise a complaint regarding our services, this can be handled in the following way;

stage 1 provides us with an opportunity to review and respond to your complaint. at CJ Delemere you are dealing with passionate people, and not a hierarchy or cooperate managers. As such we feel it’s important that ownership is initially placed on the person responsible for looking after you in the first place. the first stage is to convey the nature of your full complaint to the member of staff the complaint relates. they will aim to do their best to look at the set of circumstances surrounding your complaint, and aim to review this reasonably and fairly. if you are not satisfied with the reply, you may take the complaint to stage 2.

stage 2 provides an opportunity for higher management to review and respond to your complaint. any response provided at this stage would be our final and full response. again, we aim to do our best to look at the set of circumstances surrounding your complaint, and aim to review this reasonably and fairly.

we would request that you do this in writing, marked clearly ‘complaints’ by writing to;

complaints

cj delemere

418 muswell hill broadway,

london, n10 1dj

we will look to respond to all complaints received within 5 working days. however, if we are unable to provide a full response, we will confirm this in writing. in this circumstance we aim to provide a full response within 28 days.

stage 3.

if we are unable to agree on how to resolve your complaint you will then have an opportunity for your complaint to be reviewed by the property ombudsman.

for further information on how to do this, please contact https://www.tpos.co.uk/

unacceptable actions policy.

we believe that our customers and service users have a right to be heard, understood and respected. occasionally, certain actions by people using our services can make it very difficult for us to deal with their enquiry or concern.

in a small number of cases the actions of some individuals become unacceptable. during these instances, we have to consider whether the action impacts on our ability to do our job.

people may act out of character in times of trouble or distress. we do not view an action as unacceptable, just because a person is forceful or determined. however, we do consider actions that result in unreasonable demands to be unacceptable. it is these actions that we aim to manage under this policy.

there is a range of actions we consider to be unacceptable. these are:

• aggressive, rude or abusive behaviour; we understand that people can become angry when they feel that matters about which they feel strongly are not being dealt with as they wish. if that anger escalates into aggression or rudeness, we consider that unacceptable.

• unreasonable demands; you may not always hear what you want to hear. all decisions made will be evaluated and given reasonably. if a decision has been made, and is final, it’s final. if you wish to get more advice on the subject then you are entitled to do this. this also extends to repeatedly demanding responses within an unreasonable timescale; demanding responses from several members of staff on the same subject or insisting on seeing or speaking to a particular member of staff when that is not possible;

• unreasonable levels of contact.

how we manage aggressive or abusive behaviour

the threat or use of physical violence, verbal abuse or harassment is likely to result in a termination of all direct contact with the customer or service user. such incidents may be reported to the police. this will always be the case if physical violence is used or threatened.

where correspondence (either letter, fax or electronic) that is abusive to staff or contains allegations that lack substantive evidence is received, we will inform the sender that we consider their language offensive, unnecessary and unhelpful and ask them to stop using such language. we will ask that the sender edit their correspondence to remove any offensive text and resend it, otherwise it will not be responded.

staff will end telephone calls if they consider the caller aggressive, abusive or offensive. our staff have the right to make this decision, to tell the caller that their behaviour is unacceptable and to end the call if the behaviour then persists.

in extreme situations, we will tell the person in writing that we will not permit any personal contact from them. this means that we will limit contact with them to either written communication or through a third party.

how we deal with other categories of unreasonable behaviour

where a member of the public repeatedly phones, visits our offices, raises the same issue repeatedly, or sends us large numbers of documents about which the relevance is not clear, we may decide to:

• limit contact to telephone calls from the person at set times on set days;

• restrict contact to a nominated member of staff who will deal with future calls or correspondence;

• see the person by appointment only;

• restrict contact to written correspondence only;

• refuse to deal with further correspondence and return any documents or, in extreme cases;

• advise the person that further irrelevant documentation will be destroyed;

• take any other action that we consider appropriate to the circumstances.

• where we consider continued correspondence on a wide range of issues to be excessive, we may tell the person that only a certain number of issues will be considered in a given period and ask them to limit or focus their requests accordingly.

• where someone repeatedly demands a response on an issue on which they have already been a given a clear answer, we may refuse to respond to further enquiries from the person.

 

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