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Complaints

At Preim, we value your feedback on our services. We take complaints very seriously, deal with them quickly, and learn from them.

Where Preim receives complaints, we adhere strictly to our complaints procedure, which is outlined here.

We will always work pro-actively to resolve a complaint. Where appropriate, we will seek to discuss the complaint with the complainant, the residents’ company director, the residents’ company steering committee and any third parties to help reach an amicable resolution. Where a complaint relates to an issue that affects a number of residents, we always seek to consult with the wider community of shareholders and members.

All complaints are internally reviewed on a regular basis to help us improve our services.

How to make a complaint

If you would like to make a complaint, please do so in writing by letter, email or fax. Complaints made in person or over the phone are also accepted, although we prefer them to be in writing, to ensure all details are recorded in full.

Please define the nature of your complaint clearly, with dates or times and any evidence (e.g. correspondence between yourself and your Customer Account Manager)

Please include your up to date contact details so we can get back to you, and send your complaint to:

Complaints
Preim Limited
Unit 8, The Forum
Minerva Business Park
Lynch Wood
Peterborough
PE2 6FT

Tel: 01778 382 210
Fax: 01778 382 215
Email: helpdesk@preim.co.uk

How we respond to your complaint

Your complaint is recorded on the day we receive it. It will be addressed by the Client Delivery Manager where possible, or by any qualified member of staff not directly related to the complaint.

Within five working days we will have reviewed and allocated your complaint and will respond to you in writing with the name and job title of the staff member dealing with it.

Exceptions

As we are a managing agent, acting on and behalf of residents’ companies, it may be that your complaint does not relate to our services and procedures, but to another body. If so, we will write to you advising you where to address your complaint.

If your complaint is about any general insurance services, we are obliged to follow the FCA complaints handling procedure. In this case, we will write to you with our Insurance Complaints Procedure.

What if I do not receive a reply to my complaint?

You should receive written confirmation that we have received your complaint within five working days. If you do not receive confirmation, please call us on 01778 382 210

When do we make a decision regarding your complaint?

We aim to provide decisions as soon as possible, and at the latest you should have a written decision from us within 20 working days of making your complaint. If, for any reason, we are not able to provide a decision by this date; we will write to you with an explanation and a date when you may expect to receive a decision.

What to do if you are not happy with our decision

If you are not happy with our decision, or have not received a final decision within 40 working days of making your complaint, you have six months within which you may contact the Property Ombudsman. They will independently review your complaint and the steps we took to assess and redress it.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306
Fax: 01722 332 296

All complaints are internally reviewed on a regular basis to help us improve our services.