1.1 We have appointed Shushanik Sargsyan to deal with complaints. She is based full time at our office in Elstree. If you have a question, or would like to make a complaint please do not hesitate to contact her.
We are happy to discuss your concerns initially by phone (please call 0208 236 1270), but if you wish to make a formal complaint then we would also ask you to put this in writing to:
395 Centennial Park
1.2 Once we receive your written complaint, Shushanik (or a nominated senior manager) will log the complaint and contact you to acknowledge receipt. This normally happens within 10 days of receiving your letter.
We’ll confirm our understanding of your case and invite you to make any further comments relevant to the case. Shushanik will also inform the senior managers at pbm and, if necessary, our professional indemnity insurers. We will then investigate the issues you raise.
1.3 Normally, within 28 days of receiving your initial written complaint, Shushanik will then write to you, letting you know the outcome of our internal investigations and outlining the actions we have taken, or will take next.
1.4 Once resolved, the complaint is closed and any lessons learned will be shared and discussed with our employees.
1.5 If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman (Property Redress Scheme) without charge. Please see Stage 2 below.