Formal Complaints Procedure
Freedom Homes Ltd. Formal Complaints Procedure
As you have advised that you wish to make a formal complaint, please see below for the Freedom Home Ltd. Formal Complaints Procedure.
The Formal Complaints Procedure will advise you of the information you need to include in the complaint, so that we will deal with your complaint in the most efficient way possible. I’m afraid that we cannot discuss a complaint over the telephone, as all formal complaints must be in writing, to enable accurate recording of events and communications. The below process will also give you an expected timeframe of when you can expect a response to your complaint.
1st Stage Formal Complaint
Please email your complaint to the enquiries mailbox (enquiries@freedomhomesltd.com), and Amy (amy@freedomhomesltd.com). Amy is the Freedom Homes Ltd. Assistant Director, and will review your complaint at the first stage.
Please include in your email, your full name, address, details of your complaint, how you wish to move forwards, and the preferred end result of the complaint.
Amy will reply to your email on the next working day after your email is received (please note that Saturdays, Sundays, and Bank Holidays do not count as working days) advising of the action that she will take, and that you will receive the full, first stage response, within 14 days, of Amy’s reply. This email will also include another copy of the Freedom Homes Ltd. Formal Complaints Procedure.
Amy will provide a full response to you within the designated time frame. This email will likely include a summary of your complaint(s), her findings when investigating your complaint, and a suggested course of action in regards to your complaint. As part of that response, you will be advised that if you wish to escalate the complaint further, you will need to respond to the first stage response within 28 days, from the date the first stage response is sent. If you do not reply in that time, the complaint will be closed.
2nd Stage Formal Complaints
If you wish to escalate the complaint further, you will need to respond to the first stage formal complaint response, to Amy (amy@freedomhomesltd.com), advising why you wish to take your complaint further. You will also need to include a preferred final outcome which would result in the complaint being closed.
Once your email has been received, Amy will reply on the next working day after your email is received. The email will state that Sam, The Company Director, will investigate your complaint, including Amy’s response, and respond within 14 days (from the days of Amy’s further reply).
Sam will respond to you with the final findings, and a suggested outcome to close the complaint. This will be our final viewpoint letter.
If you are happy with this outcome, you must reply to agree, and then we will take the agreed upon action.
If you do not agree, and wish to escalate the complaint further, you will need to reply to state that they are not happy with the outcome. You will then be advised to contact The Property Ombudsman, and they will be able to advise of their expected timeframes for investigation and response.
Please note, The Property Ombudsman will only investigate your complaint, once you have completed the Freedom Homes Ltd. Formal Complaints Procedure, and have received our final viewpoint letter, or eight weeks have passed and you have received no response to your initial first complaint.
Please visit The Property Ombudsman website, using the below link, to file a formal complaint: