Complaints Procedure

We take complaints about our work, staff and levels of service very seriously. If you are not satisfied, please follow the process for raising a formal complaint.


What complaints we can and can’t deal with

We can only handle complaints about the work, staff and levels of service provided by OX Living Ltd.

We can’t deal with:

  • Utility companies
  • County Council


How to make a formal complaint about OX Living


What information we’ll need from you

We can only handle complaints about the work, staff and levels of service provided by OX Living Ltd.

If you want to make a formal complaint about OX Living we will need:

  • A clear, detailed description of what your complaint is about
  • Copies of any letters or emails related to the complaint
  • A correspondence case reference e.g. Property, Room Number etc, if you have it
  • Your email address or postal address (so we can reply)


How to make your complaint

If you want to speak to someone about a complaint, you can call our land line on 01865 981 309, where we will try to resolve the issue if we can. Lines are open 9am to 5pm, Monday to Friday, excluding bank holidays.

If you prefer to put your complaint in writing, you can write to our manager director David Granat:

David Granat
OX Living
3D Grange Mews
Station Road
Launton
Oxfordshire
OX26 5EG

Alternatively, you can email. David will begin the investigation and will speak with the relevant team member. Please note that it is advisable to place detailed complaints in writing, where possible, to ensure your concerns are comprehensively covered.


What happens next

When you’ve made your complaint, we will:

  • send an email to let you know that we’ve received it (as long as you’ve provided a valid email address).

Our complaints process has 2 stages:

  • Stage 1 – complaints go to the team leader of the individual or team that your complaint references. The team leader will investigate, with a target of responding to your complaint within 15 working days
  • Stage 2 – complaints are investigated by the Managing Director responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 15 working days


What to do if you’re not satisfied

At each stage of our complaints process, you will be provided with the information to escalate your complaint if you are unhappy with the response that you receive. If, after following the 2 stages of our complaints process, you are not satisfied with the outcome of your formal complaint, you can submit a complaint directly with the Property Ombudsman.

The Property Ombudsman investigates complaints where Ox Living have not acted properly or fairly or have provided a poor service. Ox Living have to co-operate with the Property Ombudsman by law.


Appealing against a decision by the Property Ombudsman

If you are unhappy with the ombudsman’s decision, you can appeal directly to the ombudsman.

© OX LIVING • 3D GRANGE MEWS • STATION RD • LAUNTON • OXFORDSHIRE • OX26 5EG 

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