We aim to provide a quality service at all times, but we accept we don't always get everything right first time. Here's how to raise a complaint, and how we'll resolve it.
SFM aims to provide a quality service to our residents at all times. However, we do accept that we do not get everything right first time. We endeavour to resolve all complaints made in the shortest possible timeframe and strive to use these to improve our service to our residents. All complaints will be handled in a professional, courteous and confidential manner and we aim to resolve all complaints to the satisfaction of all parties.
Almost all complaints can be dealt with at site level. Please speak with a member of your Accommodation Team in the first instance. All complaints received at Head Office will be redirected to site level first. Complaints will be investigated fully, which may include seeking clarification from external contractors.
If you do not feel that this resolves the issue or your complaint is about a member of our site team, you may escalate to the Senior Operations Team by filling in our online form below. Please include an outline of the issue and the date reported to the Site Accommodation Team. A member of the Senior Operations Team will investigate the complaint with input from all parties.
If you still do not feel that your complaint has been treated fairly, you can request a review by a Complaints Panel. You must include reasons why you believe your complaint has not been fairly treated. The panel will review the case and respond in writing within 10 working days. The decision of the panel is final and there is no right of appeal.
If you remain unhappy after our in-house procedure, you can escalate to the following independent bodies.
We are a member of the ANUK/Unipol National Code. If your complaint concerns a breach of the National Code, you can escalate it to the National Code once our internal complaints process has finished and you remain unhappy, or if you have received no response from us within 28 working days.
Full details of how to raise a complaint under the National Code are available on their website:
National Code – Problems and ComplaintsIf you are still unhappy with a decision from a complaint, you can contact The Dispute Service Ltd. They are an independent body providing alternative dispute resolution. Any complaint can be issued online.
www.thedisputeservice.comIf you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
Please note:
If your complaint hasn't been resolved at site level, use this form to escalate to the Senior Operations Team. Please include an outline of the issue and the date you first reported it to your Site Accommodation Team.
Please see our terms and conditions for full details of our offers and promotions.
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