Complaints Procedure

Shamala Prosperity Property Limited is committed to fair and transparent management of its properties and values all feedback as an opportunity to improve.

 

Shamala Prosperity Property Limited (SPP Ltd)

 

1. Purpose

 

This procedure explains how Shamala Prosperity Property Limited handles complaints across its property activities, including residential lettings, property management, and other related services.

 

The aim is to address concerns fairly, consistently, and within a reasonable timeframe.

 

2. What is a Complaint?

 

A complaint is any expression of dissatisfaction about our service or operations.

 

Such complaints may relate to:

 

•Property condition, maintenance, or repairs

 

•Tenancy or occupancy management

 

•Communication or delays in response

 

•Contractor performance

 

•Management of commercial or residential arrangements

 

3. How to Make a Complaint

 

Complaints should be submitted in writing so they can be properly reviewed and recorded.

 

Contact details:

 

•Email: info@shamalaprosperity.co.uk

 

•Post: 128 City Road, London, EC1V 2NX

 

Please include:

 

•Your name and contact details

 

•Property or site address (if applicable)

 

•A clear description of the issue

 

•Any supporting information

 

•Your preferred outcome

 

4. Stage 1 – Initial Review

 

•We will acknowledge your complaint within three working days.

 

•We will investigate and aim to provide a full response within 10 working days.

 

If the matter is complex and requires more time, we will explain the reason and provide an updated response date.

 

5. Stage 2 – Escalation

 

If you are not satisfied with the initial response, you may request a review.

 

•The complaint will be reassessed by a senior representative within SPP Ltd.

 

•A final response will be issued within 10 working days of escalation.

 

We will confirm our position and outline any necessary actions in this response.

 

6. Outcomes

 

Where a complaint is upheld, actions may include:

 

•A clear explanation and acknowledgement

 

•Corrective action (e.g. repairs, service adjustments)

 

•Changes to internal processes or contractor management

 

7. Record Keeping and Improvement

 

All complaints are recorded and reviewed periodically to identify patterns and improve service delivery across the portfolio.

 

8. Confidentiality

 

Complaints are handled confidentially and in accordance with applicable data protection requirements.

 

9. External Redress

 

If you remain dissatisfied after completing this process, you may be able to refer the matter to an appropriate external body, depending on the nature of the complaint.

 

Details will be provided on request.

 

10. Review

 

This procedure is reviewed periodically to ensure it remains appropriate as the business grows.