Complaints
Procedure
How to raise a concern and how we handle complaints.
Handling complaints fairly and promptly
We take complaints seriously and aim to resolve them fairly, promptly and transparently. The following outlines the steps we follow when a concern is raised.
1. Raise Your Concern
Contact us in writing or by email with details of your complaint. Please include relevant dates, property address and the service concerned.
2. Acknowledgement
We will acknowledge your complaint promptly and confirm who will handle the matter. We aim to acknowledge complaints within a reasonable working timeframe.
3. Investigation
Your complaint will be reviewed and investigated. We may request further information and will keep you informed of progress.
4. Response
We will provide a written response setting out our findings and any proposed resolution.
5. Redress
If you remain dissatisfied with our response, you may refer the matter to The Property Redress Scheme, our approved redress provider.
The Property Redress Scheme
AK Property Solutions is a member of The Property Redress Scheme. If a complaint cannot be resolved through our internal procedure, you may refer the matter to the scheme for independent review.
Raise a complaint
To raise a concern, please contact our team with the details of your complaint. We will acknowledge and investigate the matter in line with the procedure above.
Contact Our Team