For complaints and general enquiries: info@mayandcomanagement.co.uk | 020 8459 9440
May & CO. Management Limited aims to deliver a professional and high-quality service at all times. However, if you are dissatisfied with any aspect of our service, you have the right to make a complaint. This procedure explains how to raise a complaint internally with us, how it will be handled, and what steps to take if you remain dissatisfied. As a member of The Property Ombudsman (TPO), we are committed to following their Code of Practice and complaints handling requirements.
1. Submit Your Complaint in Writing
Please send your complaint in writing by email to info@mayandcomanagement.co.uk or by post. Include a clear description of your complaint (dates, names, and key details), the outcome you are seeking, and any supporting documentation or evidence (copies only). Please include your full contact details and property address.
2. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days of receiving it.
| Stage | Handled By | What Happens | Timescale |
|---|---|---|---|
| Stage 1 | Property Manager | The property manager who has been dealing with your matter will review and respond to your complaint. | Within 15 working days of acknowledgement. |
| Stage 2 | Executive Assistant | If you are not satisfied with the initial response, you may refer your complaint to our Executive Assistant for further review. | Within 15 working days of receiving your Stage 1 outcome. |
| Stage 3 | Directors | If the issue remains unresolved, it will be escalated to one or more of our Directors for a final internal decision. | Within 15 working days of receipt at Stage 3. |
| Final Viewpoint Letter | Directors | Following the Directors’ review, you will receive a Final Viewpoint Letter confirming our final position on the matter. | Within Stage 3 timescale. |
If you remain unhappy after receiving our final viewpoint letter, or if 8 weeks have passed since your initial complaint, you may refer the matter to The Property Ombudsman (TPO).
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. The Ombudsman will consider your complaint only if you have followed our internal procedure and the issue is within the scope of their Terms of Reference.