Imperial Services is committed to dealing with complaints fairly, promptly and consistently. This procedure is available to prospective contract-holders, current and former contract-holders, landlords and other service users.
Please set out your complaint in writing wherever possible and include enough information for us to understand and investigate the issue. It is helpful to include relevant dates, the property address, the names of anyone you have dealt with and copies of supporting correspondence or other evidence.
Email: info@imperialservices.co.uk
Telephone: 02920 303040
Post or in person: Complaints Manager, Imperial Services, 164a Richmond Road, Cardiff, CF24 3BX
We will acknowledge your complaint within 3 working days of receiving it.
We will investigate the issues raised and aim to provide a formal written response within 15 working days. If the matter is more complex and we need longer, we will tell you within that period, explain why and provide an updated timescale. We will keep you informed where an investigation remains ongoing.
Our response will address the points you have raised, explain our findings and set out any action or proposed resolution where appropriate.
If you remain dissatisfied, please tell us which parts of the response you would like reviewed and why. Wherever practicable, the review will be carried out by a manager or director who was not the sole decision-maker at Stage 1.
We will aim to issue our final viewpoint within 15 working days of receiving your request for a further review. If more time is reasonably required, we will explain this and provide an updated timescale.
Imperial Services is a member of Property Redress, membership number PRS041925.
If our final viewpoint does not resolve your complaint, or if up to eight weeks has elapsed since you first made the complaint without a satisfactory resolution, you may be able to refer the matter to Property Redress for independent consideration. Property Redress does not charge consumers for raising an eligible complaint.
Property Redress requires the agent to have been given the opportunity to deal with the complaint first. A complaint should normally be referred to Property Redress within 12 months of the last relevant communication or final viewpoint, in accordance with the scheme’s current rules.
Imperial Property Cardiff Limited, trading as Imperial Services, holds Rent Smart Wales Agent Licence LR-77148-45252.
Where a concern relates to compliance with Rent Smart Wales licence conditions and has not been resolved after Imperial Services has been given a reasonable opportunity to deal with it, information about reporting concerns is available from Rent Smart Wales.
We will treat complainants fairly and respectfully. Raising a complaint will not adversely affect the service you receive. Information will be handled in accordance with our privacy and data-protection obligations.
We keep appropriate records of complaints, responses, reviews and outcomes so that we can demonstrate that this procedure has been followed and identify where our service can be improved.
