Complaints Handling Policy & Procedure

At BPS Mallorca we are committed to providing a high-quality property Management services to all our clients. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards and maintain our exceptional reputation.

If you have a complaint

In the first instance, please contact the Property Manager that has been dealing with your Property or Transaction, or their supervisor.

We are happy to deal with your complaint by phone in the first instance, or by letter or email, as you prefer. If you wish to address someone else, please contact our administration department.

What happens next?

1. If the matter cannot be resolved after a conversation or initial correspondence, a letter will be sent to you acknowledging the complaint and enclosing a complaint form. The complaint can be escalated by completing this form and sending it to the Administration Manager.

2. Upon receipt of this form from you, the complaint will then be investigated. This will normally involve passing the complaint to our client care personnel, who will review the matter file and speak to the member of staff who acted.

3. A detailed written reply to your complaint will then be sent to you, including suggestions for resolving the matter, within 21 days of receiving the complaint form.

4. If you remain dissatisfied with this the outcome, we will arrange for a review of the decision and work with you to identify your continuing concerns.

5. BPS Mallorca will write to you within 14 days of receiving any request for a review, confirming the final position of the complaint together with an explanation.

Please in the first instance forward you Company to: