Compliments & Complaints Procedure

Complimenting Our Service

Compliments are valuable, welcome, and important to us. When received — whether verbally or in writing — they are formally recorded. Positive feedback helps Meraki to:

• Understand that our service is meeting client expectations

• Provide recognition and encouragement to our team

• Shape the ongoing development of our service and organisation

We appreciate every compliment and use them to continue improving the experience we offer.

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Complaining About Our Service

At Meraki, we are committed to providing a professional, high‑quality service to all clients and customers. If something goes wrong, we want you to tell us. Your feedback helps us improve our standards and resolve any issues promptly and fairly.

If you wish to make a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timeframes set out below. If you feel we have not addressed your complaint within eight weeks, you may be able to refer the matter to The Property Ombudsman without our final viewpoint.

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What Happens Next

1. Acknowledgement

We will acknowledge receipt of your complaint in writing within three working days, enclosing a copy of this procedure.

2. Investigation

Your complaint will be investigated by the office manager, who will review your file and speak with the staff member involved. You will receive a formal written outcome of our investigation within 15 working days of the acknowledgement letter.

3. Further Review

If you remain dissatisfied, you may request a further review. A senior member of staff will reassess the matter. We will write to you within 15 working days of receiving your request, confirming our final viewpoint.

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If You Are Still Not Satisfied

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You may then contact The Property Ombudsman for an independent review:

The Property Ombudsman Ltd Milford House 43–45 Milford Street Salisbury Wiltshire SP1 2BP Tel: 01722 333 306 www.tpos.co.uk

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Please note:

• You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

• You must include any supporting evidence you wish to rely on.

• The Property Ombudsman requires that all complaints are first addressed through our in‑house complaints procedure before they can be reviewed independently.