We pride ourselves in providing quality accommodation and a high level of service. Occasionally we may not get this right and a tenant needs to make a complaint. All complaints will be dealt with promptly, professionally and we’ll do our best to come to a satisfactory resolution for all parties.
At each stage in the procedure, Sterling Investments (Bournemouth) Limited wants to resolve the complaint. We will offer one or more of the following:
- An explanation
- An admission that the situation could have been handled differently or better
- An explanation of the steps that have been or will be taken to help ensure that it will not happen again
- An apology
- If you are a tenant the quickest way to resolve your issue is to speak to a member of the team by telephoning 01202 006311 or in writing via email to enquiries@sterlinginvestments.net
If your complaint is complex, we may ask you to set out your complaint in writing to allow us to investigate further.
- You should expect a response by email within 48 hours acknowledging receipt of your complaint. We may need to collect more information and will also want to speak to you to find out what we can do to resolve your complaint. This may take a few days to organise.
- Where a complaint is more complex, we may require more time to investigate and respond to your complaint. If we require more time, we will communicate this to you providing details of when we expect to provide you with a full response.