Settio is committed to providing a seamless experience for each and every customer and client. In exceptional circumstances, things may not go according to plan, and we welcome all feedback via our informal and formal structures to achieve complete client satisfaction.
In the initial stages of any lapse in service, we ask you to discuss your feedback with your direct point of contact within the relevant department. We maintain robust structures of support within the organisation to ensure that all staff receive guidance from appropriate senior members in resolving client concerns. Should you not be satisfied with the response you receive from a member of a particular department, please ask to escalate your concern to the management team.
With the increasing use of AI platforms to draft complaints, we recognise that written correspondence can sometimes lack the context or clarity required to fully understand and resolve a concern. Where appropriate, we request a phone call or an in-person meeting at a mutually convenient time to discuss the matter in more detail. We believe that direct communication often provides a more effective and constructive way to understand concerns and work towards a satisfactory resolution for all parties.
For transparency and reassurance, phone conversations may be recorded or transcribed, subject to appropriate notification and data protection requirements. Any key points discussed, agreed actions and outcomes will be confirmed in writing by email. Similarly, in-person meetings will be documented, with a written summary provided following the meeting.
Please note: A request for a phone call or meeting will not prevent you from submitting a formal written complaint, delay or affect your right to have your concern considered in accordance with our complaints procedure. However, where a reasonable opportunity for direct discussion has been offered and declined, we reserve the right to manage further correspondence proportionately. This may include limiting repetitive email exchanges where no new information or evidence is being provided. In such circumstances, we may proceed with our investigation based on the information available and issue our formal written response accordingly.
In the unfortunate event you feel your complaint is not addressed to your satisfaction, we would ask you to formalise your complaint by writing to our Head of Department team at Settio. This can be done via email to complaints@settio.co.uk or post to:
Settio Property Experience, Northspring Building, 70 Spring Gardens, Manchester, M2 2BQ
Once your formal complaint has been received and logged, the relevant Head of Department will acknowledge your complaint and provide an initial response within 3 working days of receipt. This initial response may include a phone call to discuss your concerns in further detail. After that period, depending on the extent of your complaint, Settio and the relevant Head of Department, will complete a full investigation. We will endeavour to complete the investigation at the earliest opportunity to minimise any further stress and commit to providing you with a final viewpoint and summary of the investigation within 2 weeks following the receipt of the complaint.
We ask you to provide all information available to assist with any investigation. Any information which is omitted will cause a possible delay.
The Property Ombudsman provides a free, impartial, and independent support to you when in dispute with regulated Property Agents like Settio. They are here to help should you not be satisfied with our internal outcome.
Should you remain dissatisfied after the last stage of Settio’s in-house complaints procedure, or more than 8 weeks has elapsed since the complaint was first made, you may continue with the escalation of your complaint via the Property Ombudsman without charge:
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
Further information on The Property Ombudsman and their role to ensure you have a channel for recourse can be found here: www.tpos.co.uk
Please do note that should you wish to log a complaint with The Property Ombudsman, you must ensure the internal complaints procedure has been followed in full. You must also submit your complaint to The Property Ombudsman within 12 months of receiving the final viewpoint letter from Settio.