Complaints Procedure
At Infinitus Delta, we are committed to providing a professional, transparent and high standard of service to all landlords, tenants and clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate the matter and work towards a fair resolution.
Stage 1 – Submitting a Complaint
All complaints should initially be submitted in writing by email, including as much detail as possible regarding the issue.
Email: support@infinitusdelta.com
We will acknowledge receipt of your complaint within 3 working days and aim to provide a full written response within 15 working days.
Stage 2 – Escalation Request
If you remain dissatisfied with our response, you may request for the complaint to be reviewed by a senior member of management.
We will conduct a further review and issue our final viewpoint response within 15 working days of the escalation request.
Independent Redress Scheme
If, after receiving our final viewpoint response, you remain dissatisfied, or if more than 8 weeks have passed since the complaint was first raised, you may refer the matter to our independent redress scheme for further review.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Complaints should normally be referred to the redress scheme within 12 months of receiving our final viewpoint response.