Phone:
(701)814-6992
Physical address:
6296 Donnelly Plaza
Ratkeville, Bahamas.
Service Policy
Questions and complaints, handled clearly.
This Complaints & Service Enquiries Policy explains how clients can raise a service question, report a concern or make a formal complaint to WILLOWSAND PROPERTY MANAGEMENT LIMITED, and how we will respond.
01 / Purpose
Clear communication is part of good service.
WILLOWSAND PROPERTY MANAGEMENT LIMITED aims to provide residential property management consultancy and building operations support in a practical, clear and organised manner.
Clients may contact us when they need clarification about an agreed service, require an update, believe something has not been handled as expected or wish to make a formal complaint.
We use enquiries and complaints to understand what has happened, review the relevant information and identify appropriate next steps within the agreed scope of service.
02 / Enquiries
Most questions can be resolved simply.
A service enquiry is appropriate where a client needs information or clarification but is not making a formal complaint.
02.01
Service information
Questions about an agreed service, its scope, expected deliverables, communication arrangements or next steps can be submitted for clarification.
02.02
Progress enquiries
Clients may contact us for an update where work is ongoing or where an agreed action is awaiting follow-up.
02.03
Clarification
If an agreed service, written information or communication is unclear, clients can ask for clarification through the published contact details.
02.04
Service concerns
Where a client believes that an agreed service has not been provided as expected, the matter can be raised so that the relevant information can be reviewed.
03 / Complaints
How to make a formal complaint.
A complaint can be submitted when a client is dissatisfied with an aspect of an agreed service and would like the matter to be formally reviewed.
03.01
Submit the complaint
Complaints should preferably be submitted by email using the published contact details of WILLOWSAND PROPERTY MANAGEMENT LIMITED.
03.02
Explain the concern
To help us review the matter efficiently, please include as much relevant information as reasonably available, such as:
- Your name and contact details
- The building or development concerned
- The service or matter involved
- What you believe has not been handled as expected
- Relevant dates or previous correspondence
- The outcome or clarification you are seeking
03.03
Supporting information
Where relevant, clients may provide documents, correspondence or other information that helps explain the matter. Please only provide information that is relevant to the enquiry or complaint.
04 / Response
Clear response times, where practical.
We aim to acknowledge and review enquiries and complaints within the following working timeframes. More complex matters may require additional information or a longer review period.
Step 01
Acknowledgement
We aim to acknowledge a complaint or service enquiry within 2 working days of receipt.
Step 02
Initial review
We normally aim to complete an initial review within 5 working days, subject to the information available.
Step 03
Response
Where the matter can be resolved promptly, we aim to provide a substantive response within 10 working days.
Additional time
If a matter requires additional information, involves several related points or cannot reasonably be concluded within the normal response period, we will explain the reason for the delay and provide an indication of when a further response can be expected.
05 / Review
What happens after a complaint is received.
01
Acknowledge
We confirm receipt where an acknowledgement is
appropriate and identify any information needed to
understand the matter.
02
Review
We consider the relevant service arrangements,
correspondence, information supplied and actions
already taken.
03
Clarify
Where further information is needed, we may contact the
client to clarify the circumstances or obtain relevant
supporting information.
04
Respond
We provide a response explaining the outcome of the
review and, where appropriate, any practical next
steps.
05
Follow through
Where an agreed follow-up action is required, we will
confirm the relevant action and any applicable
timeframe.
06 / Outcome
The response will explain what happens next.
06.01
Where the concern is accepted
Where the review identifies an issue within the agreed service scope, we will explain the relevant finding and any practical corrective or follow-up action that can reasonably be taken.
06.02
Where clarification is sufficient
Some concerns may arise from incomplete information, timing or a misunderstanding of the agreed scope. Where appropriate, we will explain the position and provide clarification.
06.03
Where the matter is outside scope
If a matter concerns services, responsibilities or specialist work outside the agreed scope, we will explain this where relevant rather than presenting the matter as part of our service.
07 / Further Review
If you remain dissatisfied.
If a client remains dissatisfied after receiving a response, they may contact us again and explain which part of the response or outcome they would like us to reconsider.
07.01
Request further consideration
Please explain the reason for the further review and identify any information or part of the original response that you believe should be reconsidered.
07.02
Additional information
Where new relevant information is provided, we may take it into account when reviewing the matter.
07.03
Final response
Following further consideration, we will provide a further response where appropriate and explain the position based on the information available and the agreed service scope.
Independent rights
This internal complaints process does not prevent a client from exercising any rights or remedies available under applicable law or from contacting an appropriate external body where such a route applies.
08 / Records
Relevant information is kept organised.
08.01
Complaint records
Relevant information concerning enquiries and complaints may be recorded so that the matter, correspondence and outcome can be properly followed up.
08.02
Confidential handling
Information supplied as part of an enquiry or complaint will be handled in accordance with our Privacy Policy and the nature of the information involved.
08.03
Relevant information only
Clients should avoid sending unnecessary personal, confidential or unrelated information when submitting an enquiry or complaint.
09 / Contact
Have a question or something you would like us to review?
Contact WILLOWSAND PROPERTY MANAGEMENT LIMITED with the relevant service or building details. For a formal complaint, please explain the concern clearly and include any relevant dates or previous correspondence where available.
Contact Us →
Company
WILLOWSAND PROPERTY MANAGEMENT LIMITED
Seldomin, The Street
Poslingford, Sudbury
Suffolk, United Kingdom
CO10 8RA
willowsandproperty@hotmail.com
+44 7861 000000
Seldomin, The Street
Poslingford, Sudbury
Suffolk, United Kingdom
CO10 8RA
willowsandproperty@hotmail.com
+44 7861 000000