Complaints Procedure
At PikeRock, we strive to provide exceptional services and maintain the highest standards in customer satisfaction. Your feedback is invaluable to us, as it helps us identify areas for improvement and ensures that we continue to meet and exceed your expectations.
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We understand that, despite our best efforts, there may be occasions when our customers feel the need to express concerns or lodge complaints. Your satisfaction is our top priority, and we are committed to resolving any issues in a fair, transparent, and timely manner.
This Complaints Procedure has been established to provide you with a clear and accessible process for expressing your concerns. We encourage open communication and assure you that your feedback will be treated with the utmost seriousness. Our team is here to assist you throughout the resolution process and to ensure that your experience with PikeRock remains positive.
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Thank you for choosing PikeRock. We appreciate the opportunity to address your concerns and improve our services continuously.
1
Lodging a Complaint
To initiate the complaints process, please follow these steps:
a. Contact Us:​
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Email us at Oliver@PikeRock.com, or;
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Visit the bottom of this page and fill out the online complaints form.
b. Provide Details:
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Clearly outline the nature of your complaint.
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Include relevant details such as dates, names, and any supporting documentation.
2
Acknowledgment of Complaint
Upon receiving your complaint, we will acknowledge it within 7 business days. The acknowledgment will include a unique reference number for your complaint.
3
Investigation and Resolution
Our complaints team will thoroughly investigate the issues raised. We aim to resolve complaints within 14 business days and will keep you informed of our progress throughout the process.
4
Resolution Communication
Once the investigation is complete, we will communicate our findings and proposed resolution to you. If further information is required or if the resolution process will extend beyond the initial timeframe, we will provide regular updates.
5
Appeal Process
If you are dissatisfied with the proposed resolution, you have the right to appeal. Please submit your appeal, along with any additional information, within 5 days of receiving our resolution communication.
6
Escalation
If you're still not happy - or if we fail to get back to you - you can take your complaint to the Property Investors Mediation Service (PIMS). They provide mediation for property investors and property entrepreneurs.
Our membership details are:
Name - Oliver Cain
Membership Number - 48021
Visit www.thepims.co.uk to raise a complaint.
7
Closure and Feedback
Once the complaint is resolved, we will seek your feedback on the resolution process to continuously improve our services.