We’re committed to getting it right.

If you have a complaint, please put it in writing, by letter or email, with as much detail as possible. Include any relevant reference numbers, dates, the names of any individuals involved, and what you would like us to do to resolve the matter.

You may raise a complaint verbally (by telephone or in person) or in writing (by letter or email). Verbal complaints are accepted, recorded at the time they are made, and confirmed back to you in writing so there is a clear record. We will also deal with any properly appointed representative acting on your behalf.

• We will acknowledge it in writing within 3 working days, enclose a copy of this procedure, and include a copy of the TPO Consumer Guide.
• A named member of our team will be assigned to investigate your complaint thoroughly and impartially.
• We will send you a full written response within 15 working days of our acknowledgement.
• If the matter is complex and we need more time, we will write to you to explain why and give you a revised timescale. We will always keep you informed.
• We will tell you clearly what we found, what action we are taking (if any), and what you can do if you remain unhappy.

If you are not satisfied with our Stage 1 response, you may request a review by a senior manager or director. Please do this in writing, ideally within one month of receiving our Stage 1 response. Explain clearly why you remain unhappy and what outcome you are seeking.

• We will acknowledge your review request within 3 working days.
• A senior manager or director, who was not involved in the original response, will carry out a fresh and independent review of your complaint.
• We will issue our final viewpoint letter within 15 working days. This letter sets out our final position, formally concludes our in-house complaints process, and reminds you of your right to refer to the Ombudsman within 12 months of the date of that letter.
• Our aim is to complete the whole process, from receiving your complaint to issuing our final viewpoint letter, within 8 weeks.

N&A Residential Investment Ltd is a member of The Property Ombudsman (TPO), an independent, government-approved redress scheme (registration no. D01390). If you remain dissatisfied after our final viewpoint letter, or if 8 weeks have passed since you first complained and the matter is still unresolved, you have the right to refer your complaint to TPO, free of charge.

• TPO will not normally consider a complaint until you have completed our in-house procedure, or until 8 weeks have passed since you first raised your complaint with us.
• You must refer your complaint to TPO within 12 months of the date of our final viewpoint letter, enclosing all supporting evidence.
• TPO’s service is free to consumers and is an independent alternative to court action. It considers whether we acted fairly and reasonably; it does not make legal determinations.
• TPO can award redress of up to £25,000 where it upholds a complaint.
• If you accept a TPO Final Decision and an award is made, we are obliged to comply within 28 days. The Final Decision is binding on us but not on you. You retain the right to pursue court action if you reject it.

Every complaint we receive is taken seriously. We record all complaints, review them regularly, and use them to identify patterns and make improvements to our service. Where a complaint reveals a systemic issue, we take steps to address it across our business, not just in the individual case.

• Treat you with courtesy and respect throughout the process.
• Investigate your complaint objectively and impartially.
• Keep you informed of progress and respond within the timescales set out above.
• Give you a clear explanation of our findings and reasoning.
• Tell you how to take the matter further if you remain unhappy.

We make reasonable adjustments for anyone who may be disadvantaged, for example because of age, disability, health, bereavement, economic circumstances, or where English is not a first language. We can also provide this procedure in large print, or discuss the process by telephone if you prefer. Please let us know what you need and we will help.