Complaints Procedure
We're committed to providing excellent service. If something goes wrong, we want to hear from you and put it right.
Our Commitment
We aim to acknowledge complaints within 2 working days and resolve them within 8 weeks. If we can't resolve your complaint, you can escalate to our independent Property Redress Scheme.
How to Make a Complaint
Step 1: Contact Us Directly
Please try to resolve your concern by contacting us first:
- Email: complaints@supportedlivingpartners.co.uk
- General Email: info@supportedlivingpartners.co.uk
- Post: DSGR Ltd, 99 Wellington Road North, Stockport, Cheshire, SK4 2LP
Please provide: your name, contact details, property address (if applicable), details of the complaint, and what resolution you're seeking.
Step 2: Our Response
- •Within 2 working days: We'll acknowledge your complaint in writing
- •Within 8 weeks: We aim to provide a full response with proposed resolution
- •We'll keep you updated if we need more time to investigate
- •All complaints are logged and reviewed by senior management
Step 3: Escalation (If Not Resolved)
If you're not satisfied with our response after 8 weeks, or we've sent you a final written response, you can escalate to:
The Property Redress Scheme
An independent, government-approved redress scheme providing free dispute resolution.
- Website: www.theprs.co.uk
- Email: info@theprs.co.uk
- Phone: 0333 321 9418
- Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Note: You must try to resolve your complaint with us first before contacting the redress scheme.
What Constitutes a Complaint?
We Will Investigate:
- • Service failures or delays
- • Communication breakdowns
- • Misleading information
- • Unfair treatment
- • Property condition disputes
- • Payment or financial issues
- • Breach of agreement terms
Not Complaints:
- • Initial service requests
- • General inquiries
- • Third-party disputes (between provider & landlord)
- • Matters being handled by legal proceedings
- • Issues outside our control
Regulatory Memberships
We are members of the following regulatory bodies to ensure professional standards and consumer protection:
- The Property Redress Scheme: Government-approved redress scheme (membership certificate available on request)
- NAPSA: National Approved Letting Scheme - professional standards and best practice
- Professional Indemnity Insurance: Full coverage for client protection
- Client Money Protection: Your money is protected through our CMP scheme membership
All membership certificates are available for inspection upon request to info@supportedlivingpartners.co.uk
We're Here to Help
Most issues can be resolved quickly through direct communication. Please contact us first.