1. Definitions

1.1In this Complaints Policy the following expressions have the following meanings:

“Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One; “Appeal Handler” means a member of staff of Mono Capital Investments Limited who will handle Level Two Complaints;

“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business;

“Complaint” means a complaint about the service provided by Mono Capital Investments Limited, about our customer service, or about our staff;

[“Complaints Form”] means our standard complaints form, available when requested from your Property Manager;

“Complaint Handler” means a member of staff of Mono Capital Investments Limited working at Manager level who will handle Level One Complaints;

“Complaints Policy” means this document;

“Complaints Procedure” means the internal complaints handling procedure of Mono Capital Investments Limited which is followed when handling a Complaint and is available when requested from your Property Manager for your reference;

“Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;

“External Resolution” means the referral of your Complaint to an external redress scheme for resolution if you are not satisfied with the outcome at Level Two;

“Level One” means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler;

“Level Two” means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler;

“Professional Body” means Property Ombudsman.

 

2. Purpose of this Complaints Policy

2.1Mono Capital Investments Limited welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, or about our staff, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

2.2It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

2.2.1To provide a clear and fair procedure for any customers who wish to make a Complaint about Mono Capital Investments Limited, our services, our customer service, or about our staff;

2.2.2To ensure that everyone working for or with Mono Capital Investments Limited knows how to handle complaints made by our customers;

2.2.3To ensure that all Complaints are handled equally and in a fair and timely fashion;

2.2.4To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

 

3. What this Complaints Policy Covers

3.1This Complaints Policy applies to the provision of services by Mono Capital Investments Limited, to our customer service and to our staff.

3.2For the purposes of this Complaints Policy, any reference to Mono Capital Investments Limited also includes our employees, agents and subcontractors.

3.3Complaints may relate to any of our activities and may include (but not be limited to):

3.3.1The quality of customer service you have received from Mono Capital Investments Limited;

3.3.2The behaviour and/or professional competence of our staff;.

3.4The following are not considered to be Complaints and should therefore be directed to the appropriate person OR department:

3.4.1Matters concerning contractual or other legal disputes;

3.4.2Formal requests for the disclosure of information, for example, under the Data Protection Act.

 

4. Making a Complaint

4.1All Complaints, whether they concern our services, our customer service, or our staff, should be made in one of the following ways:

4.1.1In writing, addressed to Mono Capital Investments Limited, 27 Old Gloucester Street, London, WC1N 3AX;

4.1.2By email, addressed to info@pegasuslettings.com;

4.1.3Using our Complaints Form, following the instructions included with the form;

4.2When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

4.2.2If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

4.2.3If your Complaint relates to a particular property we are dealing with, the property details;

4.2.4If you are making a Complaint about a particular member of staff, the name and, where appropriate, position of that person;

4.2.5Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

4.2.6Details of any documents or other evidence you wish to rely on in support of your Complaint;

4.2.7Details of what you would like Mono Capital Investments Limited to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.).

 

5. How We Handle Your Complaint

5.1Mono Capital Investments Limited operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are still not satisfied at the end of Level Two, Complaints may progress to External Resolution [or be referred to our Professional Body] as detailed below.

5.2Level One:

5.2.1Upon receipt of your Complaint, the Manager will log the Complaint in our Complaints Log and will acknowledge receipt of it in writing within no longer than 3 working days.

5.2.2When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the Manager to whom your original Complaint was directed or your Complaint may be assigned to another appropriate member of our team.

5.2.3If your Complaint relates to a specific member of staff, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the staff member in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.

5.2.4If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5.2.5We aim to resolve Level One Complaints within no longer than 15 working days.. However in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.2.6At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.

5.3Level Two:

5.3.1If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 15 working days, and have the complaint escalated to Level Two. Appeals are handled by a Director level member of our team.

5.3.2Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 3 working days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.

5.3.3If your Complaint relates to a specific member of staff, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the staff member in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.

5.3.4If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5.3.5We aim to resolve Level Two Complaints within 15 working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.3.6At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint.

5.3.7As we are a member of The Property Redress Scheme you, as a service user, have the right to seek External Resolution of your Complaint from that redress scheme if you are not satisfied with the outcome of your Level Two Complaint.

5.4External Resolution:

5.4.1If you are not satisfied with the resolution of your Complaint at Level Two you may refer your Complaint to The Property Redress Scheme. Any such referral must be made within 6 months of receipt of our final decision.

5.4.2For details of their complaint and conflict resolution mechanisms, please visit their website here

 

6. Confidentiality and Data Protection

6.1All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those staff members of Mono Capital Investments Limited who need to know in order to handle your Complaint.

6.2We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting the office manager whose details are provided above in Section 4.1.

6.3All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the General Data Protection Regulation (GDPR) 2018 and your rights under that Act.

 

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Mono Capital Investments Limited, by post at 27 Old Gloucester Street, London, WC1N 3AX by telephone on 01782 454 987, or by email at info@pegasuslettings.com.

 

8. Policy Responsibility and Review

8.1Overall responsibility for this Complaints Policy within Mono Capital Investments Limited and the implementation thereof lies with the Office Manager.

8.2This Complaints Policy is regularly reviewed and updated as required.

8.3This Complaints Policy was adopted on 11/02/2022

8.4This Complaints Policy has been reviewed on 10/2/2023