Complaints and Feedback Procedure
Giving us your feedback
We welcome comments, compliments, feedback and complaints about our service. Your feedback helps us improve and ensures we continue to provide a high standard of service.
The easiest way to send your feedback is via email to , but you can also contact us by phone or post.
How to make a complaint
If you are unhappy with any aspect of our service, please contact us with as much detail as possible so we can investigate the matter.
You can contact us by:
Email: info@caridon.co.uk
Telephone: 020 3307 0555
Post:
Caridon Property
Wrencote House
123 High Street
Croydon
CR0 0XJ
What happens next?
Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
Investigation
Your complaint will be investigated and we will aim to provide a written response within 15 working days explaining the outcome and any actions we will take.
Final Review
If you remain dissatisfied with our response, you may request that your complaint is reviewed by a senior member of staff. We will provide a final written response within 15 working days of receiving your request.
Independent Review
If you are still not satisfied with our final response, or if more than 8 weeks has passed since your complaint was first raised, you may refer your complaint to:
The Property Ombudsman
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tps.co.uk
You must submit your complaint to the Ombudsman within 12 months of receiving our final response.
Our commitment
We aim to:
- treat all complaints seriously and fairly
- keep you informed throughout the process
- resolve issues as quickly as possible
- learn from feedback to improve our services
Where appropriate we will make reasonable adjustments to assist customers who may be vulnerable or require additional support.