Kooky’s Complaints Procedure
At Kooky we aim to provide you with excellent and high-quality services. We believe we achieve this most of the time, however if we are not getting it right, please let us know.
Making a written complaint
If you are not satisfied with our service and wish to raise the matter formally, please write to your Customer Care Manager.
All written complaints will be logged and you will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within fifteen working days of your complaint, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please confirm this to your Customer Care Manager in writing and we will escalate your request further to either the Head of Property Operations or the Head of Lettings. You will receive a response within fifteen working days, with the outcome of the investigation and what actions (if any) have been or will be taken.
Should you remain dissatisfied with any aspect of our handling of your complaint and/or the outcome, we will escalate your complaint to a separate Department Head within Kooky who will conduct their own review of your complaint and will contact you within fifteen working days to inform you of the conclusion of the review.
Contact details of our department heads
Head of Property Operations – Georgie Harper-Wilde – email@example.com
Head of Lettings – Piers Du Boulay – firstname.lastname@example.org