How To Make A Complaint
If any part of our service falls short, tell us. You can get in touch by phone, email or post, and we'll aim to sort things out there and then. If we can't resolve it immediately, we'll open a formal complaint and a manager will look into it.
- Phone01733 324444
- Emailhello@atlaspropertyco.uk
- PostATLAS PROPERTY CO CAMBS LTD, The Mill Office, Whitworth Mill, Mayflower Close, Peterborough, PE2 8TY
What Happens After You Complain
Within 3 working days
We'll send you a written acknowledgement confirming who is handling your complaint and what happens next.
While we investigate
We'll gather the facts, speak to everyone involved, and look at what's gone wrong before we respond.
Within 15 working days
We'll send a full written response setting out our findings and how we propose to put things right. If we need longer, we'll explain why and give you a revised timescale.
Still Not Happy?
If our response doesn't resolve things to your satisfaction, let us know and we'll escalate your complaint to a senior manager or director who hasn't previously been involved, for an independent look.
Within 3 working days
We'll acknowledge your escalated complaint and confirm who's now reviewing it.
Within 15 working days
We'll issue our final response. This is our final viewpoint as a business — if you remain unhappy after this, you can take your complaint to The Property Ombudsman.
The Property Ombudsman
ATLAS PROPERTY CO CAMBS LTD is a member of The Property Ombudsman (TPO), an independent, government-approved redress scheme. If you've been through our complaints process and are still unhappy with the outcome, you can ask TPO to review your case free of charge.
- Phone01722 333306
- Websitetpos.co.uk — see "Make a complaint"
- PostThe Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL
TPO generally expects you to refer your complaint within 12 months of our final response, and asks that you give us the chance to respond first (either our final response, or 8 weeks from your original complaint, whichever comes sooner). Confirm this timescale on tpos.co.uk before publishing, as scheme rules can be updated.