Complaints Procedure

1. Purpose and scope

This procedure explains how we handle complaints from clients, tenants, leaseholders and other customers about our services. It applies to all staff and all services provided by Can Accommodate Ltd.

 

A “complaint” is any expression of dissatisfaction, whether justified or not, about the standard of service, actions or lack of action by the company or its staff.

 

2. How complaints can be made

 

Complaints can be made:

• Via email: complaints@canaccommodate.com,

• Via post: Can Accommodate Ltd. 128 City Road, London, EC1V 2NX

• Via telephone: +44 (0)1788 335 719 / +44 (0)7562 988 650

 

We encourage complaints to be made in writing where possible so we have a clear record of the issues raised.

 

3. Stage 1 – Frontline resolution

 

Wherever possible, the staff member receiving the complaint will try to resolve it immediately or within 5 working days.

• The staff member will:

  • Listen carefully and clarify the issues.

  • Offer an explanation and, where appropriate, an immediate remedy or apology.

  • Confirm the agreed outcome with the complainant (verbally or by email).

 

If the complainant is not satisfied, or the issue is complex, the matter will be escalated to Stage 2.

 

4. Stage 2 – Formal written complaint

 

If the complaint cannot be resolved at Stage 1, the complainant may raise a formal complaint.

The complaint should be set out in writing and addressed to:
 

Complaints Manager
Oliver France - Director
Oliver@canaccommodate.com / Can Accommodate Ltd. 128 City Road, London, EC1V 2NX

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They should include:

• Their name and contact details.

• The property address (if relevant).

• A clear description of the complaint and what has gone wrong.

• What outcome they are seeking.

• Copies of any relevant correspondence or evidence.

 

Acknowledgment

• We will acknowledge receipt of the formal complaint within 3 working days.

• The acknowledgement will confirm who is dealing with the complaint and the expected timescale for a response.

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Investigation

• An individual not directly involved in the matter complained of will carry out a thorough investigation.

• They may review files and records, speak with staff and, if needed, contact the complainant for further information.

 

Response

• We aim to provide a full written response within 10–15 working days of acknowledging the complaint.

• If we cannot respond within this timescale, we will explain the reason and confirm when a full response will be provided.

• Our response will:

  • Address each point raised.

  • Explain our findings and any action we will take.

  • Confirm any offer of remedy, redress or apology.

 

5. Stage 3 – Final review

 

If the complainant remains dissatisfied after Stage 2:

• They may request a further review by a senior manager/director within 15 working days of receiving our Stage 2 response.

• The senior manager/director will review the complaint, the investigation and our response.

• We will issue a final viewpoint letter within 15 working days, confirming our final position and the reasons for it.

 

This is the end of our internal complaints procedure.

 

6. Redress scheme / external escalation

 

If you remain dissatisfied once you have received our final viewpoint letter, you may refer your complaint to The Property Redress Scheme (PRS).
 

We are a member of The Property Redress Scheme and you can contact them as follows:
 

The Property Redress Scheme
Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

 

You must refer your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter and you will need to supply a copy of that letter and any supporting documents.
 

The Property Redress Scheme requires that all complaints are addressed through this in‑house complaints procedure before they will accept a case for review.

 

7. Record keeping and learning

• All complaints and outcomes will be recorded in our complaints register.

• The Complaints Manager will review complaints periodically to identify trends, training needs and service improvements.

• Learning from complaints will be shared with relevant staff and, where appropriate, incorporated into updated procedures.

 

8. Staff responsibilities

• All staff must be familiar with this procedure and respond to complaints in a professional, courteous and timely manner.

• Managers are responsible for:

  • Ensuring complaints are logged and tracked.

  • Meeting timescales for responses.

  • Implementing agreed remedies and improvements.