Company Complaints Procedure
Our commitment
I aim to deliver excellent service. If I fall short, tell me—I'll fix it fast and learn from it.
How to complain
Email: hello@mcveigh-housing.co.uk
Post: Mcveigh Housing, Office 47, 19 Lever Street, Manchester, M1 1AN
Please include your name, property address/booking reference, what happened, dates, and what you'd like me to do.
Stage 1 – Acknowledgement
I'll acknowledge your complaint within 2 working days.
Stage 2 – Investigation and response
I (the Company Owner) will investigate and respond within 14 calendar days of acknowledgement. If I need more time (e.g., to gather information), I'll explain why and give a new target date.
Stage 3 – Independent review
If you're unhappy with the Stage 2 outcome, reply and request an independent review. I will refer the matter to a nominated independent reviewer (not involved in your case) from my professional network and they will issue a final response within 14 calendar days. If no reviewer is available, I'll signpost you directly to the appropriate redress route below.
Independent redress/mediation
If your complaint relates to my Rent-to-Rent, Deal Sourcing, or Joint Venture services and I am a member of PIMS: you may refer the matter to the Property Investors Mediation Service (PIMS) for mediation/redress.
Details: www.pimsservice.co.uk
Accessibility
If you need help making a complaint or require an alternative format, contact me and I'll accommodate.
I do not provide general letting/management agency services.
Privacy and record keeping
I handle complaints data in line with my Privacy Policy and keep a log of complaints and outcomes to improve service.