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Hazelvine

Hazelvine Complaints Procedure


We always aim to offer a high standard of service. However, we recognise that occasionally things can go wrong. If you are unhappy with the service you have received, please let us know so that we may put things right and learn from the experience.
 
1. If your complaint is about the performance of a supplier or contractor; please contact your property manager with full details and they will take up the complaint and will either meet with the contractor and/or inspect (as appropriate) and will then revert to you with the action that will be taken.
 
2. If your complaint is against a member of our staff, please contact their immediate superior or manager who will endeavour to resolve the complaint to your satisfaction.
 

3. If you are still not satisfied then you should contact Beverley Eves, Personnel Manager, who will investigate your complaint.

4. The final stage would be to refer your complaint to the Managing Director Nigel Burnand, who would review the actions taken and whose decision would be final.
 
 
How to Complain

You can complain by telephone but we prefer that formal complaints are made in writing, either by post to:

 

Hazelvine Limited,
Thamesbourne Lodge,
Station Road,
Bourne End,
Buckinghamshire
SL8 5QH
 
or by fax (01628 530759).
 

All written complaints are treated very seriously and will be tracked internally to ensure the complaint has been rectified and that we have responded to you within the agreed timeframe.
 
Upon receipt of a written complaint we will:
  • Acknowledge receipt of your complaint within 5 working days.
  • Allocate the member of staff most appropriate to deal with it.
  • Investigate the complaint internally and provide you with a full response within 10 working days. If we cannot reply fully within 10 working days, for example because we are waiting for information from a third party, we will write and let you know and advise you when we expect to be able to reply fully.
  • Discuss your complaint at our next monthly management meeting to learn from the
  • experience and improve our future performance.
 
Note:
  • If you are a tenant renting your accommodation, you should take your complaint to your landlord.
  • Defects which are the responsibility of the builder and not the management company or freeholder, cannot be resolved through this procedure.