How we listen, respond and put things right.

At Present Made, we want living with us to feel straightforward, supportive and fair. If something has gone wrong, we want to know about it so we can put it right and learn from it.

This procedure explains how to raise a complaint, what you can expect from us, and what happens if an issue cannot be resolved straight away.

Stage 1

Most issues can be resolved quickly by speaking with the on-site team. We always recommend raising concerns as soon as possible so they do not escalate unnecessarily.

Stage 2

If our team members are unable to resolve the complaint in the first instance, or you would like to raise a formal complaint, please send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
When contacting us, it helps if you can tell us:

● What the issue is
● When and where it happened
● Who was involved, if relevant
● What outcome you are hoping for

You do not need to put everything perfectly into words. Our role is to listen and understand. Once your complaint is received. We will acknowledge it in writing within 3 working days and begin our investigation.

We will:

● Look into what has happened fairly and objectively
● Review any relevant records or information
● Speak with you if we need clarification or more detail

If your complaint is raised verbally, we may ask you to confirm it in writing so we can ensure it is properly recorded and investigated. Our aim is always to resolve complaints promptly and reasonably.

● We aim to provide a full response and resolution within 15 working days of acknowledging your complaint
● If the issue is more complex and requires more time, we will keep you updated and explain why

Our response will explain:
● What we have found
● What actions we have taken or will take
● Any learning or improvements we are making as a result

Stage 3

At this stage, if you are still not satisfied with the responses provided, we will arrange for a separate review to be undertaken by a member of our Senior Leadership Team. They will acknowledge your complaint within 3 working days. They will then work to reach a fair and considered resolution, with the aim of providing a final response within 15 working days of that acknowledgement. If we need more time to get this right, we will let you know and keep you updated on our progress along the way.

Who else can help?

If you are still not satisfied after the final stage of the Present Made complaints procedure (or more than eight weeks has elapsed since the formal complaint was first made) you can request an independent review from The Property Ombudsman, who will investigate your complaint without charge. You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

Property Ombudsman contact details:
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
Phone: 01722 333 306
Website: https://www.tpos.co.uk/
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Our Registration Number: EO3279