At Frederick Douglas we take every step to ensure that your tenancy is both comfortable and free from problems, however on occasion things may not go as expected.  We will always address your problems/concerns within a timely manner, if you feel however that our services do not meet your expectations then please follow the complaints procedure, which has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. 

Please follow this process:

Step 1. 
We receive very few complaints, however we understand that sometimes things go wrong. In order that your concerns are addressed as efficiently as possible we ask that you first raise the issues verbally with the negotiator/manager, once aware of the situation they can take steps to resolve any issues. If you're not satisfied with the outcome provided at this stage you will need to progress to the next step in the process.

Step 2. 
A written complaint should be submitted to the company Director. Your complaint will be acknowledged within three working days upon receipt of this letter and an internal investigation undertaken. The investigation will include how the complaint has been handled to date, which may include investigations into the background of your concerns. A formal written outcome of the investigation will be sent to you within 15 working days.

Following the Frederick Douglas Director investigation, a written statement expressing Frederick Douglas's final view will be sent to you. This will include any offer made. 

This letter will confirm that you are entitled, if dissatisfied with the outcome, to refer the matter to the ombudsman as per step 3.

Step 3. 
Refer matter to Ombudsman Property Redress Scheme within six months of receiving your written response for your case to be reviewed.  Details can be found here: www.ombudsman-services.org