X1 Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Stage 1: Your Complaint

Please put your complaint in writing either by letter or email and address it to Alexandra Howard, Branch Manager. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

X1 Lettings
Unit One
Michigan Point Tower A
9 Michigan Avenue
Salford
M50 2HA

Please, send an email to alexandra@x1management.com

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Stage 2; Our Acknowledgement

Your complaint will be acknowledged within 3 working days of receiving your complaint, and we will start our in-house complaints procedure.

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Stage 3: Our Investigation

Your complaint will be investigated and the relevant Branch Manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint.

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Stage 4: Our Final Investigation

If you remain unhappy, your subsequent complaint will be investigated and Melissa Green, Head of Operations, will provide a written response outlining our final position and proposing resolutions where appropriate, within 15 working days of receiving your complaint.

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Stage 5: The Property Ombudsman

In the rare event that you are still not satisfied after our final viewpoint letter, you have the option to refer your complaint to The Property Ombudsman within 12 months of the date of the final viewpoint letter. The Property Ombudsman can be contacted at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306

Website: www.tpos.co.uk
Email: admin@tpos.co.uk

You must refer your complaint to the Property Ombudsman within 12 months of the date of the final viewpoint letter.

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Thank you for choosing us

We look forward to addressing any concerns you may have promptly and efficiently. Your feedback is crucial for resolving any concerns promptly and enhancing our service in the future.

© X1 Lettings & Sales 2024. Registered with number: 10246071