Frequently Asked Question

Although our team always try their best, we know things can go wrong sometimes. If you are not happy with our service, we’ll always do our best to put things right. This document explains what to do if you have a complaint.

Please always get in touch if you have any concerns, and give us the opportunity to put things right. We always aim do all we can to resolve matters effectively.

Please follow the process below with any issues you need to raise with Betts.

Step 1: Let us Know What’s Wrong.
Get in touch with our Customer Services Team, giving the fullest information possible of your complaint. Remember to include your own contact details so that we may reply effectively. Please always include your ENVIR number, which you can find at the top of your Annual Service Charge letter.

We will ask you to put your complaint in writing, either via email or in letter format, following any initial verbal discussions.

You can raise your concerns in the following way:

• Via our online Residents’ helpdesk at www.bettsestates.com/help.
• By calling our head office on 01886 888445 – please note, this is a general number, but if nobody is available to take your call, please leave your details and we will call you back as soon as possible.
• By emailing residents@bettsestates.com.
• By writing to Customer Services, Betts Estates, Bank House, Great Witley Road, Martley, Worcestershire WR6 6PB

Step 2: What Happens Next?
We will always try to deal with communications in a timely manner, keeping you up to date with the progress of your complaint.

Many issues can be resolved straight away. If this is not the case with your complaint, we will pass it on to the relevant person within our team for their input and assistance.

We aim to resolve complaints within 28 working days, and we’ll keep you updated on progress throughout. Where matters take longer than this, which may be the case if third parties need to be consulted, we will do our best to keep you up to date with progress.

What To Expect:

Below is an example response you would receive from Betts at this part of the process.

Dear [Name]

Thank you for contacting Betts Estates. We are sorry we haven’t managed to resolve your issue yet.

We have assigned the matter to [details of staff member/team], who will try to help reach a resolution, and will keep you informed of progress.

We aim to resolve your complaint within 28 working days, subject to any delays should third parties need to be involved. We will make you aware if there are any such delays anticipated. Should you have any questions during this period, please contact us via the helpdesk at www.bettsestates.com/help, via email on residents@bettsestates.com, by calling us on 01886 8884445, or by writing to Betts Estates, Bank House, Great Witley Road, Martley, WR6 6PB. If possible, please cite your ENVIR number on all correspondence, which can be found on your Annual Service Charge bill.

It is important that you continue to pay your Annual Service Charge while we work to resolve your complaint so that your account is up to date.

If you’d like to know more about how we deal with complaints you can download a copy of our ‘Reporting Issues and Putting Things Right’ document from our website, or call us to request a copy in the post, free of charge.

Yours sincerely

details of staff member/team
Betts Estates Team

Step 3: What if you Are Still Unhappy?
We sincerely hope that this process will ensure matters are resolved by this stage. However, if you remain unhappy, or we haven’t been able to resolve your complaint, we will refer the matter to the Director responsible for review. This contact may vary, depending on the subject matter. Please note, referral to a Director may result in a longer response time due to other commitments associated with the role, but Betts will still do their best to update you regularly and ensure the process continues to move forward as quickly as possible. Again, if third parties are involved, the timeframe for a full response may be outside our control.

Once you have received our Final Position letter, or if we have not been able to resolve your complaint, you have the right to take your complaint to an Independent Office. Below are details of some of your options in this instance.

The Citizen’s Advice Bureau
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be contacted at any stage during your complaint.
Visit: www.citizensadvice.org.uk

The Chartered Trading Standards Institute (CTSI) https://www.tradingstandards.uk/consumers/support-advice