Complaints Procedure
At Black Star Property Investment, we are committed to providing exceptional service. If something hasn't met your expectations, we want to know so we can make it right.
Our Complaint Policy
Complaints Policy Document
Complaints-Policy - Black Star PI.pdf
Our Commitment
Black Star Property Investment (Black Star PI) is dedicated to maintaining the highest standards of service and professionalism. We value your feedback and treat all complaints as opportunities to improve our services.
This procedure outlines how we handle complaints and ensures fair, transparent, and timely resolution for all our clients and stakeholders.
Complaints Process Flow
Raise Complaint
Contact us via email, phone, or in writing
Acknowledgement
We confirm receipt within 3 working days
Investigation
Thorough review within 15 working days
Resolution
Final response with findings & remedies
How to Make a Complaint
Initial Contact
Please contact us directly via email or telephone. Many concerns can be resolved quickly through direct communication. We encourage you to reach out as soon as possible after the issue arises.
Formal Written Complaint
If your concern remains unresolved, please submit a formal written complaint including:
- ●Your full name and contact details
- ●A clear description of your complaint
- ●Relevant dates and supporting documentation
- ●Your desired outcome or resolution
Acknowledgement & Investigation
We will acknowledge your complaint within 3 working days. Our team will investigate thoroughly and provide a full response within 15 working days. If additional time is needed, we will keep you informed of our progress.
Resolution
We will work to resolve your complaint fairly. Our response will include our findings, actions taken, and proposed remedies. If you remain dissatisfied, you may request escalation to senior management for further review.
Response Timeframes
3
Working Days
Acknowledgement
15
Working Days
Initial Response
8
Weeks Maximum
Final Resolution
Contact Our Complaints Department
External Redress
If you remain dissatisfied after completing our internal complaints procedure, or if 8 weeks have passed since you first raised your complaint, you may escalate your concerns to The Property Redress Scheme. They provide independent dispute resolution for property-related complaints.
Visit The Property Redress Schemethepims.co.ukYou have 12 months from our final response to refer your complaint to the scheme.
Our Promise to You
We treat all complaints with the utmost seriousness and confidentiality. Every complaint is an opportunity to improve our services. We are committed to handling your concerns with fairness, transparency, and professionalism. Your feedback helps us maintain the exceptional standards that our clients expect from Black Star PI.