Listen carefully. Resolve clearly.

A practical route for raising concerns

WIKA PALACE LTD aims to deal with concerns in a clear, reasonable and constructive manner.

This policy applies to complaints relating to our website, property enquiries, letting-related communications, property administration, tenant or occupier communication, maintenance coordination, contractor liaison and other property management matters handled by us.

A complaint will be considered on its own facts rather than treated as a standardised request.

Who may raise a complaint

A complaint may be raised by a person directly affected by the relevant property matter or by someone who has appropriate authority to act on that person’s behalf.

Depending on the circumstances, this may include:

• tenants or occupiers;
• property owners;
• prospective tenants or property enquirers;
• customers receiving an agreed property service;
• authorised representatives;
• other parties directly involved in a property matter.

Where someone raises a complaint on behalf of another person, we may ask for reasonable confirmation of their authority before discussing information relating to that person.

Contact us directly

Complaints should preferably be submitted in writing so that the relevant details can be reviewed accurately.

You may provide:

• your name and contact details;
• the property or service involved;
• the date or approximate date of the matter;
• a clear description of the concern;
• the outcome or resolution you are seeking, if applicable;
• relevant supporting documents or correspondence.

How a complaint is handled

Initial response

We aim to acknowledge complaints within 2 working days of receiving sufficient information to identify the complaint.

The acknowledgement may confirm:

• that the complaint has been received;
• the main issue being considered;
• whether additional information is required;
• the expected next stage of the review.

Where a complaint is received outside normal business operations, the acknowledgement period will generally begin on the next working day.

Reviewing the circumstances

The review will depend on the nature and complexity of the complaint.

Where relevant, we may review:

• emails and written correspondence;
• property records;
• appointment information;
• maintenance or contractor communications;
• service descriptions and agreed arrangements;
• information supplied by the parties involved.

We may contact you for clarification where the information initially provided is insufficient to establish what happened.

When you can expect a response

We aim to provide a substantive response within 10 working days where the complaint can reasonably be investigated and resolved within that period.

Some complaints may require information from contractors, owners, tenants, occupiers or other third parties. Property matters may also require additional investigation before a responsible response can be given.

If the complaint cannot reasonably be concluded within 10 working days, we will provide an update where reasonably practicable and explain why additional time is required.

We will aim to provide a further substantive update within a reasonable period based on the circumstances of the complaint.

Our response to a complaint

Our response will normally explain the outcome of the review and, where appropriate, identify any action that will be taken.

Depending on the circumstances, the outcome may include:

• confirmation that the concern is accepted;
• confirmation that the concern is partially accepted;
• an explanation where the available information does not support the concern;
• corrective action where appropriate;
• clarification of responsibilities or next steps;
• confirmation that no further action is reasonably required.

A complaint outcome does not necessarily mean that every requested remedy can be provided.

Complaints involving repairs or contractors

Where a complaint concerns maintenance, repairs or contractor work, we may need to consider information from the relevant contractor, property owner, tenant or occupier.

The timing of repair work can depend on access, contractor availability, materials, technical assessment, weather and the nature of the work.

Where WIKA PALACE LTD is responsible for coordinating the matter, we will review the steps taken within our responsibility and explain what further action is reasonably available.

Where a specialist contractor is independently responsible for technical work, the complaint may also need to be considered against that contractor’s own scope and responsibilities.

If you remain dissatisfied

If you remain dissatisfied after receiving our response, you may contact us again and explain which part of the response you believe requires further consideration.

Where appropriate, the matter may be reviewed by a person who was not directly responsible for the original decision, where this is reasonably practicable for the business.

Any further review will consider the information available and the specific points raised in the escalation.

Respectful communication

We will treat complaints seriously and expect communications to remain respectful and relevant to the property or service matter.

Where communications become threatening, abusive, discriminatory, deliberately repetitive or unrelated to the complaint, we may restrict communication to written correspondence or take other reasonable steps to manage the matter.

Any such steps will not prevent a person from exercising rights available under applicable law.

Handling complaint information

Information provided during a complaint will be handled only to the extent reasonably necessary to investigate, respond to and administer the complaint.

Where necessary, relevant information may be shared with property owners, tenants, occupiers, contractors, service providers, professional advisers or other appropriate parties involved in the matter.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

Complaint records

We may keep reasonable records of complaints, correspondence, investigations and outcomes where necessary for administration, service improvement, contractual purposes, legal rights or regulatory requirements.

Records will not be retained indefinitely. Information will be retained for as long as reasonably necessary for the relevant purpose, taking account of legal, contractual and operational requirements.

Your legal rights remain unaffected

Making a complaint through this policy does not prevent you from exercising any statutory, contractual or other legal rights that may apply to your circumstances.

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded or restricted.

Where a specific property arrangement is subject to a separate statutory complaints process, regulatory scheme or contractual procedure, that process may also apply.

Keeping this policy current

We may update this Complaints Policy where our business operations, property services or applicable requirements change.

A revised version will apply from the time it is published on the website unless a different effective arrangement is stated.

Existing contractual or statutory complaint procedures will continue to apply where they contain requirements that cannot be replaced by a general website policy.

Raise a concern

If something has not gone as expected, please contact us with enough information for the matter to be identified and reviewed.