We’re all human and mistakes can happen.
We hope you never feel the need to click on this page; but If you have… we’ll work our hardest to rectify your issue as soon as possible and our senior team would very much like to hear from you. To make a formal complaint please see our process below but before that, please do get in touch with our team:
(0)161 768 6287
Stage One – Initial Concern
If you’re concerned about something we encourage you in the first instance to try to resolve the situation with the Settio team member you have been dealing with. As a minimum, please do ensure that this person is aware of your concern before escalating the complaint.
Stage Two – Senior Support
If you feel that your concern has not been fully or adequately resolved, please then request to speak with the relevant employee’s manager.
Stage Three – Department Head
If you are still unsatisfied with the resolution we ask that you refer it to the Head of Department. At this stage we encourage a face to face meeting or phone conversation for both parties to have a rounded productive review of the complaint.
If you prefer to make a written complaint. Please do so to firstname.lastname@example.org within 30 days of the concern arising and we will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 10 working days.
Stage Four – Director
If you still remain dissatisfied with any aspect of our handling of your complaint, then please write to or call one of our directors in the UK or in Singapore:
Co-Founder | Asia Director
Co-Founder | UK Director
Our Director will acknowledge your complaint within 3 working days and will investigate the issues raised. He will complete a full review of your complaint as well as discussing it’s handling within the team.
The Director will put his recommendations in writing within 10 working days from receipt of your letter.
Stage Five - The Property Ombudsman
After you have followed each of the above stages and received a response from the Director and if you are not satisfied with their proposed resolution, you may approach The Property Ombudsman Service (TPOS).
For further information, please visit www.tpos.co.uk
Do please note that TPOS require any complaint to be reported within 6 months of the date of our director’s viewpoint letter and will not consider any complaint until Settio’s internal procedure has been completed.