Enquiry and Complaints Procedure

Complaints Procedure

If for any reason you are not completely satisfied with our service, we have a complaints procedure designed to help you resolve any issue you may have:

Stage One

In the first instance please contact us using any of the contact details below:

  • Address: 49-51 Osborne Road, Southsea, PO5 3LS
  • Telephone: 02392 827 828
  • Fax: 02392 827 828
  • Email: info@cosgroves.co.uk

Stage Two

If you are still not satisfied that your complaint has been dealt with properly you should write to the Directors using the address above.

Stage Three

Should you fail to receive a reasonable answer to your complaint under stages One and Two, you should contact Brendan Cosgrove in writing using the address above.

Timescale

It is our aim to respond to most complaints within fourteen working days of receipt of your letter. However, where complaints are complex or involve detailed research, it may take longer to deal with the matter. In such cases, we will acknowledge your complaint and give you a timescale for response, which will be no greater than 28 working days.

Note:If you are a tenant renting accommodation, then you must first refer your complaint to your own landlord.

General

If the matter involves another department of Cosgroves then we may refer you to another person. We will tell you who and give you a timescale for response. Should you write directly to Brendan Cosgrove without first having exhausted earlier steps in the Complaints Procedure, then your letter will be referred back to the appropriate person for action. In most cases, Cosgroves will respond to your complaint in writing, but in certain circumstances, we may arrange a personal visit by prior appointment with you. Under our code of practice, you are entitled to ask for a face to face meeting with a senior manager within Cosgroves. If we think it reasonable to agree to this request, then the proprietor will fulfil this role.

There are outside organisations that can help, offer advice or deal with complaints. Your local Citizens Advice Bureau may be able to help.

Building Defects

Please note that defects which are the responsibility of the builder, and not Cosgroves as a management company or freeholder, cannot be resolved through this complaints procedure.

Buildings Insurance placed through Deacon

Should you have a complaint about the sale of your insurance policy, please contact The Managing Director at Deacon, 100 Holdenhurst Road, Bournemouth, BH8 8AQ. Your complaint will be reviewed thoroughly and within regulatory timescales. Should you remain unhappy with the final response, you may have the right to refer your complaint to The Financial Ombudsman Services at Exchange Tower, London, E14 9SR or by email to complaint.info@financial-ombudsman.org.uk or telephone 0800 023 4567.

What if there is still a dispute?

If the complaint is still not satisfied after the last stage of the in-house complaint procedure then he / she has the right to take this matter up with the Ombudsman scheme.

Ombudsman Scheme

Cosgroves is a member of The Property Ombudsman Scheme and contact details are as follows:

  • Cosgroves is a member of The Property Ombudsman Scheme and contact details are as follows:
  • Address – Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
  • Web contact form – http://www.tpos.co.uk/contact.php
  • Phone – 01722 333306

The Ombudsman is not in a position to deal with complaints that:-

  • Relate to non-members of the Ombudsman scheme.
  • Have not exhausted our own internal complaints procedures (and, where appropriate, independent mediation).
  • Have not been referred to the lessee’s landlord or Residents management Company (if there is one) in the first instance.
  • Relate to property owned or controlled by all or some of the lessees themselves and where the Member can demonstrate the board of directors are content with the Member’s services, notwithstanding the fact that any instructions from this board must have been lawful and proper.
  • Require the interpretation of leases where the parties to a lease are in dispute over such interpretation.
  • Relate to insurance issues that fall under the jurisdiction of the Financial Services Authority.
  • Are sub-judice.
  • Are subject to the jurisdiction of the Courts or LVTs on matters of fact, reasonableness, financial recovery or compensation.

The sort of issues that the Ombudsman can consider are:-

  • Lack of communication/response to reasonable requests for information.
  • Not delivering promised action or services.
  • Disputes over contractual matters between ARMA Members and their clients.
  • Issues relating to handovers.
  • Accounting matters.
  • Clear and proven breaches, unremedied, of the Code, the law and the lease provisions.
  • Those capable of easy resolution by a proper and lawful action.