Purpose

 This procedure outlines how Mortz Property Management Ltd handles complaints to ensure they are dealt with promptly, fairly, and consistently. We are committed to delivering a high level of service and resolving issues efficiently.

Scope

This procedure applies to complaints from:

• Tenants
• Landlords/Property owners
• Contractors
• Members of the public

What Is a Complaint?

A complaint is an expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by the company, its staff, or contractors.

How to Make a Complaint

Complaints can be submitted via:

• Email: info@mortzproperty.co.uk
• Phone: 01724278787 / 07726444517
• In writing: 128 Frodingham Road, Scunthorpe, North Lincolnshire, DN15 7JP
• In person (by appointment only)

Please provide:

• Your name and contact details
• Property address (if applicable)
• Description of the issue
• Any relevant documentation

Complaint Stages

Stage 1: Informal Resolution

• Handled by: Relevant property manager or frontline staff
• Timeframe: Within 5 working days
• We aim to resolve complaints quickly and informally where possible. Many issues can be resolved immediately without formal escalation.

Stage 2: Formal Complaint

If not resolved at Stage 1 or you are dissatisfied with the response:

• Submit complaint in writing to the address provided
• Acknowledgement within: 3 working days
• Full response within: 10–15 working days

We will investigate thoroughly and respond with:

• Findings of the investigation
• Any corrective actions
• Explanation or resolution steps

Stage 3: Escalation

If still dissatisfied after Stage 2:

• You may escalate the complaint to the director: Luqman Rahman
• We aim to respond within 15 working days
• This is the final internal stage

Independent Redress Scheme

If the complaint remains unresolved after our internal process, you may refer the matter to our independent redress scheme:

Property Redress Scheme
Website: https://www.portal.propertyredress.co.uk/Complain
Contact: 0333 321 9418

Email: info@propertyredress.co.uk

Write to: Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood
Hertfordshire, WD6 1JH

Note: You must usually refer your complaint within 12 months of receiving our final response.

Record Keeping

All complaints are logged in our complaints register, including:

• Date received
• Nature of complaint
• Actions taken
• Dates of responses
• Outcome

Records are kept for a minimum of 6 years.

Confidentiality

All complaints will be handled with discretion. Personal information will be kept confidential in accordance with data protection laws.

Continuous Improvement

Complaints are reviewed regularly to identify trends or recurring issues. We use this data to improve our services and staff training.

Propertymark

Alternatively, if the complaint remains unresolved after our internal process, you may refer the matter to Propertymark

https://www.propertymark.co.uk/professional-standards/complaints.html

Contact Us:

Mortz Property Management Ltd
128 Frodingham Road, Scunthorpe, North Lincolnshire, DN15 7JP
01724 278787 / 07726444517
info@mortzproperty.co.uk