Complaints Procedure
Our commitment to you
At Crystalight Ltd each of our tenants is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.
Crystalight Ltd Complaints Procedure
1) We will acknowledge your complaint within 5 working days of receipt of your complaint.
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response and feel that you have no other option than to go to court in order to enforce your rights; you are welcome to seek advice from a Law Centre, Citizens Advice Bureau, Housing Advice Centre or a solicitor.
As a private landlord we are not currently members of any ombudsman scheme.