Complaints Policy

1. Purpose

CSM Property Management Ltd is committed to providing a high-quality and professional service to all clients, residents, contractors, and other stakeholders. We take any expression of dissatisfaction seriously and view complaints as an opportunity to improve our service and processes.

2. Scope

This policy applies to any complaint made by:

• Clients or leaseholders of developments managed by CSM;

• Residents, property owners, or other affected parties;

• Contractors, suppliers, or professional partners; and

• Members of the public who have direct dealings with CSM Property Management Ltd.

3. Making a Complaint

Complaints may be made in any of the following ways:

• In writing: to CSM Property Management Ltd, [insert office address];

• By email: to info@csmni.com;

• By telephone: on 028 90245999; or

• Via the contact form on our website at www.csmni.com.

Where possible, we encourage written complaints, as this ensures a clear record of the issue and allows us to respond more effectively.

To help us resolve your complaint quickly, please include:

• Your name and contact details;

• The property or development concerned;

• A clear description of your complaint; and

• Any supporting information (e.g. photographs, correspondence, or contractor details).

4. Our Complaints Process

Stage 1 – Initial Resolution
Wherever possible, complaints should first be raised with the Property Manager responsible for your development. They will review the issue and aim to resolve it promptly — often within 3 working days. Many issues can be resolved informally at this stage through direct communication.

Stage 2 – Formal Investigation
If the matter is not resolved informally or you remain dissatisfied, you may request a formal investigation. Your complaint will then be reviewed by a Senior Manager not directly involved in the issue.
We will acknowledge your complaint in writing within 3 working days of receipt and aim to provide a full written response within 20 working days.
If the investigation is complex and more time is required, we will let you know and provide an updated timescale.

Stage 3 – Final Review
If you are dissatisfied with the Stage 2 response, you may request a final internal review by a Director of CSM Property Management Ltd. This will be acknowledged within 5 working days, and a final written response will normally be provided within 15 working days.
This response will represent the company’s final position on the matter.

5. Learning and Continuous Improvement

All complaints are logged and reviewed periodically by senior management to identify patterns, areas for improvement, and opportunities for staff training.

We view feedback as an essential part of our commitment to quality, transparency, and client care.

6. Confidentiality and Fairness

All complaints will be handled sensitively and confidentially. No complainant will be treated unfairly or disadvantaged for making a complaint in good faith.

7. Review of Policy

This policy is reviewed annually or following any change in legislation or internal process.