Complaints Procedure
3 Win Investor Limited | Effective 2026
At 3 Win Property, we are committed to providing a high standard of service to all tenants, landlords, and other parties we work with. We take all complaints seriously and aim to resolve them fairly, promptly, and professionally. This document sets out the steps we follow when handling a complaint and your rights throughout the process.
| Legal entity | 3 Win Investor Limited trading as 3 Win Property |
|---|---|
| Registered office | Office 15 Bramley House, 2a Bramley Road, Long Eaton, Nottinghamshire, NG10 3SX |
| Complaints contact | info@3win.co.uk |
| Effective date | 2026 |
1. Our Commitment to You
- Acknowledge your complaint promptly.
- Investigate it thoroughly and impartially.
- Keep you informed of progress.
- Provide a clear written response.
- Take appropriate action where we have fallen short.
2. How to Make a Complaint
You may raise a complaint by any of the following methods:
| info@3win.co.uk | |
| In writing | Addressed to The Complaints Manager, 3 Win Investor Limited, Coventry, England |
| In person | By appointment — please contact us to arrange a suitable time. |
Please include the following information in your complaint:
- Your full name and contact details
- The address or property the complaint relates to
- A clear description of your concern and the dates involved
- Any supporting documents or evidence
- The outcome you are seeking
3. Our Complaints Process
We follow a structured three-stage process to ensure every complaint receives proper consideration.
Stage One — Acknowledgement within 3 working days
We will acknowledge receipt of your complaint in writing within 3 working days of receiving it. We will confirm who is handling your case and provide an estimated timeframe for our response.
Stage Two — Investigation and Response within 15 working days
A designated member of our team will investigate your complaint, reviewing all relevant records and, where appropriate, speaking with the parties involved. We aim to provide a full written response within 15 working days of acknowledgement. If we require additional time, we will notify you in writing and provide a revised timeframe.
Stage Three — Review within 10 working days of escalation request
If you remain dissatisfied with our Stage Two response, you may request a review by writing to us within 10 working days of receiving that response. A senior member of the team, not previously involved in the complaint, will conduct an independent review and issue a final written decision within 10 working days.
4. External Escalation
If you remain dissatisfied after completing our internal complaints process, you may refer your complaint to an appropriate external body:
| Property management disputes | The Property Redress Scheme (PRS) — www.theprs.co.uk — 0333 321 9418 |
|---|---|
| Housing conditions and repairs | Coventry City Council Housing / Environmental Health team |
| Deposit disputes | Your tenancy deposit protection scheme's free dispute resolution service |
5. Confidentiality and Record Keeping
All complaints and associated correspondence will be handled in strict confidence and in accordance with our Privacy Policy and applicable data protection legislation, including UK GDPR. Records of all complaints, investigations, and outcomes are retained for a minimum of six years.
6. What We Will Not Do
- Treat a complainant less favourably as a result of raising a concern.
- Ignore or dismiss a complaint without proper investigation.
- Breach confidentiality without lawful justification.
7. Review of This Procedure
This Complaints Procedure is reviewed annually and updated as necessary to reflect changes in legislation, best practice, or our operational processes. The current version is effective from 2026.