COMPLAINTS PROCEDURE 

Stage One

We encourage all Leaseholders to speak in the first instance to the relevant department of Town & City Management Limited. (Telephone 01325 389 689).
 
Stage Two

If you are still not satisfied that your complaint has been dealt with properly, you should write to TCM Limited at the Darlington Office, 4th Floor, Northgate House, Darlington, Co Durham, DL1 1XA or email mail@townandcity.com.

Stage Three

Should you fail to receive a reasonable answer to your complaint under stages One and Two, you should contact Peter Bigge, Managing Director of Town & City Management Limited in writing at the Darlington Office.

Timescale

It is our aim to respond to most complaints within fourteen working days of receipt of your letter.  However, where complaints are complex or involve detailed research.  It may take longer to deal with the matter.  In such cases, we will acknowledge your complaint and give you a timescale for response, which will be no greater than 28 working days.

Note: If you are a tenant renting accommodation, then you must first refer your complaint to your own landlord

General

If the matter involves another department of TCM Ltd then we may refer you to another person.  We will tell you who and give you a timescale for response.

Should you write direct to Peter Bigge without first having exhausted earlier steps in the Complaints Procedure, then your letter will be referred back to the appropriate person for action.  In most cases, TCM Limited will respond to your complaint in writing, but in certain circumstances, we may arrange a personal visit by prior appointment with you.  Under our Code of Practice, you are entitled to ask for a face to face meeting with a senior manager within TCM Limited.  If we think it reasonable to agree to this request, then the proprietor will fulfil this role.

There are outside organisations that can help offer advice or deal with complaints. Your local Citizens Advice Bureau may be able to help.

Building Defects

Please note that defects which are the responsibility of the builder, and not TCM Limited as a management company or freeholder, cannot be resolved through this complaints procedure.

What if there is still a dispute?

If the complaint is still not satisfied after the last stage of the in-house complaint procedure then he / she has the right to take this matter up with the Ombudsman scheme.

Ombudsman Scheme

It is a condition of ARMA membership that we offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure.  Town and City Management Limited is a member of the Ombudsman Services - Property and contact details are as follows:

Ombudsman Services - Property
P.O. Box 1021
Warrington
WA4 9FE
Tel : 0330 440 1634 or 01925 530270
Fax: 0330 440 1635 or 01925 530271
Textphone : 0330 440 1600 or 01925 430886
Email : enquiries@os-property.org
Website : www.os-property.org