Auriens Chelsea Complaints Procedure

We welcome all feedback from our customers, residents and visitors, whether positive or negative and will review it and use it to promote continuous improvement in our services.

This procedure relates to any property matters. Complaints relating to personal care services should be raised directly with your care provider through their own complaints procedure.

If you would prefer us to contact an intermediary who is acting formally on your behalf, this will be arranged, and we will cooperate with that person in the same way.

If you have any concerns, in the first instance please speak to a member of the Resident Services team or our Concierge team. Our colleagues may be able to resolve the matter straight away.

Concerns received internally will be logged in Flexkeeping (staff communication and housekeeping software) and handled directly by the Operational Team on a daily basis and reviewed by the General Manager/Head of Department Team on an ongoing basis as part of our commitment to continual improvement.

If the matter cannot be resolved immediately, please contact the Head of Resident Services by email at feedback@auriens.com, or by writing to us at Resident Services, 2 Dovehouse Street, London SW3 6BF.

We will note down any complaint raised verbally and ask you to confirm the details before treating it like any other written complaint.

We will acknowledge a complaint within 24 hours. Complaints regarding resident services will be investigated by the Head of Services and complaints relating to sales/lettings by the Sales & Leasing Manager. You will receive our written response within 5 working days.

If this initial response does not meet your expectations, please let us know and we will escalate the complaint to the appropriate persons and will provide our final decision within 15 working days.

• Inhouse Resident – General Manager
• Customer Renting or Buying – Chief Commerical Officer

We will provide a final decision within 20 working days of initially receiving your complaint (excluding any time that you may take to respond to our communications) unless we have previously agreed a later deadline with you.

If at either stage we need more time to investigate your complaint, we will contact you and agree a new deadline. We may also wish to discuss your concerns with you. During the escalation process, you will not have to restate your complaint or provide your reasoning unless you wish to do so.

If you are not satisfied with our final decision, or we do not supply this by the relevant deadline, you may refer your complaint to The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306. Web: www.tpos.co.uk

You should normally make any referral within 12 months of receiving our final decision, to facilitate the Ombudsman’s investigation. As an ‘ARCO Approved Operator’, we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider. Where we are unable to resolve satisfactorily any complaint from you about compliance with the ARCO Consumer Code, you may also refer this to The Property Ombudsman.

We will cooperate fully with the Ombudsman during any investigation and comply fully with the resulting final decision, which will be binding on us.

Certain complaints in relation to rents and leasehold management may also be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within the remit of the Tribunal.

We will treat all complaints in the same way, in confidence, and keep you updated. We will log complaints and monitor outcomes. We will not treat you any differently if you make a complaint.

8th July 2024