Complaint Policy

Effective Date: [15th August 2025]

1. Introduction

We are committed to providing a high standard of service to all our clients. If something goes wrong, we want to know about it. This Complaints Handling Procedure explains how you can make a complaint, how we will deal with it, and what you can do if you are not satisfied with our response.

2. Making a Complaint

If you have a complaint, please contact:

Name: Mr. Sebastian Chan
Position: General Manager
Address: Office 127, Regus St James Tower, 7 Charlotte Street, Manchester M1 4DZ
Telephone: +44 (0)161 706 1208
Email: Info@citycomfortapartments.co.uk

You can make your complaint in person, in writing, by email, or over the phone.

3. Stage One – In-House Complaint Handling

We aim to resolve all complaints quickly and efficiently. Upon receiving your complaint:

• We will acknowledge it within 3 working days.
• We will investigate thoroughly and aim to respond fully within 15 working days.
• If we require more time, we will update you on the progress and provide a revised timeline.
• You will receive a Final Viewpoint Letter summarising our findings and position on the matter.

4. Stage Two – Independent Redress

If you remain dissatisfied after receiving our Final Viewpoint Letter, you can refer your complaint to the relevant independent redress scheme:

If you are a landlord, tenant, buyer or seller:

Property Redress Scheme (PRS) (if you’re a member of PRS instead of TPO)
Website: https://www.theprs.co.uk
Email: complaints@theprs.co.uk
Tel: 0333 321 9418

5. Record Keeping

All complaints will be recorded and kept on file for a minimum of 6 years in accordance with our legal obligations and for quality assurance purposes.

6. Further Help

If you need support in making a complaint, we are happy to assist or recommend appropriate services (e.g., advocacy groups or Citizens Advice).