COMPLAINTS POLICY
On the rare occasion you believe our standard of service has fallen below that which you can reasonably expect we ask that you follow our complains process.
Before you can escalate your complaint to our Committee you must have exhausted all avenues as set out in our complaint policy:
This means you must have set out clearly and in full your initial complaint in writing to office@team-nico.com and given the relevant team member and line manager sufficient time and means to reasonably resolve your complaint, this includes providing access to the property if necessary and all written communication between you and the team member.
Sometimes it is not viable or reasonable for the company to undertake what you are requesting to resolve matters to your satisfaction but you have pour commitment we will always do. our upmost and go above and beyond to make your experience the best on possible whilst you stay with us. If you believe the final decision is unfair and incorrect then you can raise a complaint to our Senior Team at Committee who may review the decision as to whether the correct outcome was reached.
You can request a meeting appointment with senior management by selecting the calendar function on the following link:
https://outlook.office365.com/owa/calendar/NicholsonAppointments@team-nico.com/bookings/
In order for our Committee to review the complaint and how it was dealt with you must email the following information to pjn@team-nico.com
1) Name
2) Contact Number
3) Email
4) Address
5) Basis of your Complaint
6) Desired Outcome you wished to achieve
7) A copy of the initial complaint raised to office@team-nico.com
8) All correspondence between you and our team member including emails, SMS Text messages and Whatsapp. Recollections of telephone conversations would also be relevant.
9) The final written decision reached by our team prior to escalation to the Committee.
Our Committee will aim to respond to your complaint within 10 working days from the date of submission.
Please note in order for them to reach a decision they may need to either meet in person with you or hold a telephone call with you and attend your property.
Please note you must follow these steps before you can proceed to a complaint to an external body.