Last updated: 08/10/24
1. Purpose and Scope
Renoject is committed to delivering a high standard of service in all aspects of our property development and investment operations. We value feedback and take all complaints seriously, using them as an opportunity to improve our business and client experience.
This Complaints Procedure applies to all clients, investors, and partners who wish to raise a concern or complaint regarding any part of Renoject’s services, communication, or conduct.
2. Definition of a Complaint
A complaint is any expression of dissatisfaction whether written, verbal, or electronic about Renoject’s services, staff, or communication, where a response or resolution is expected.
Examples include:
- Concerns about the handling of an investment or property development.
- Dissatisfaction with communication, timelines, or service quality.
- Disagreement with business conduct, marketing, or financial information provided.
3. How to Make a Complaint
You can make a complaint by contacting us through one of the following methods:
Email: info@renoject.co.uk
Postal Address: Unit 3, Mandale Business Park, Middlesbrough TS1 5AJ
Online: Via the contact form on our website https://www.renoject.co.uk/
Phone: 01642 433198
When submitting your complaint, please provide:
- Your full name and contact details.
- A clear description of your complaint.
- Relevant dates, correspondence and supporting evidence.
- The outcome or resolution you are seeking.
4. Acknowledgement of Your Complaint
We will acknowledge receipt of your complaint in writing within 5 business days of receiving it. The acknowledgement will include the name and contact details of the person responsible for handling your case.
5. Investigation Process
Your complaint will be handled promptly and impartially. The process includes:
- Assigning a senior member of our team to review your complaint.
- Gathering relevant facts, communications, and documentation.
- Contacting you if further information or clarification is required.
- Ensuring your complaint is considered fairly and without bias.
We aim to keep you informed of progress throughout the process.
6. Timeframe for Resolution
We aim to provide a full written response within 8 weeks of receiving your complaint, in accordance with Financial Conduct Authority (FCA) complaint-handling best practice guidelines.
If we cannot provide a final response within this timeframe, we will inform you in writing, explain the reason for the delay and give an estimated time for completion.
7. Outcome and Resolution
Once the investigation is complete, we will send you a written outcome that includes:
- A summary of your complaint and our findings.
- Any corrective actions taken or proposed resolutions.
- Information on your right to escalate the complaint if you remain dissatisfied.
Possible outcomes may include:
- An apology and explanation.
- Corrective action or service improvement.
- Refund, reimbursement, or other agreed remedies (where applicable).
8. Escalation Procedure
If you are not satisfied with our final response, you can request a further internal review by a Director of Renoject. This request must be made within 30 days of receiving our final response.
After this internal escalation, if you remain dissatisfied, you may be able to refer your complaint to an appropriate external body, depending on the nature of the issue:
- The Property Ombudsman (TPO): For property development or investment-related disputes.
Website: www.tpos.co.uk
Telephone: 01722 333 306 - Financial Ombudsman Service (FOS): If your complaint relates to regulated financial activities.
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
We will inform you which body is appropriate for your complaint, if applicable.
We will inform you which body is appropriate for your complaint, if applicable.
9. Record Keeping
All complaints are logged in our internal complaints register and retained for a minimum of 3 years from the date of resolution.
These records include details of the complaint, correspondence, investigation results and any corrective actions taken.
10. Continuous Improvement
Renoject reviews complaint trends and feedback regularly to identify areas for improvement. Lessons learned from complaints are shared internally to strengthen our processes and client relationships.
11. Confidentiality and Data Protection
All complaints and related communications are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information is only shared with those directly involved in resolving the matter or as required by law.
12. Accessibility
This Complaints Procedure is available on our website and can be provided in alternative formats upon request to ensure accessibility for all clients and investors.
13. Review and Updates
This procedure is reviewed annually or following any significant change in business operations or regulatory requirements. The most recent version will always be available on our website.
Contact for Complaints:
Renoject Complaints Department
Email: info@renoject.co.uk
Address: Unit 3, Mandale Business Park, Middlesbrough TS1 5AJ
Website: https://www.renoject.co.uk/