Complaints procedure for occupiers
We will listen to you, respond promptly and use your feedback to improve service
We recognise that occupiers are our most important customers. Fortunately most occupiers have a positive experience of our properties and services. We welcome all feedback and, in line with the Lease Code, have a policy for handling complaints which explains how a complaint should be made, who will review the complaint and how long resolution should take.
If you are a current or a prospective occupier in a British Land property and have a complaint, please let us know by following the procedure below or by contacting Justin Snoxall.
Step 1: Informal
We encourage you to talk to the letting or managing agent or asset manager responsible for your property. They will aim to achieve resolution within five working days.
Step 2: Formal
Contact Justin Snoxall. Your complaint will be acknowledged within three working days and you will be given the name of the person dealing with your complaint, and an expected date of response.
You will normally receive a full written response within ten working days. If your complaint is complicated, and we are not able to complete our investigations within this time, we will write and tell you this within the original ten working days and give you a new timescale.
All formal complaints made to British Land are recorded and reported to the Head of Retail or the Head of Offices, as appropriate.
Step 3: Appeal
If you are still not satisfied, you are invited to contact Justin Snoxall, who will co-ordinate the appeal process.
Your appeal will be acknowledged within three working days of receipt. A meeting will be agreed involving yourself or your nominated representative, together with the appropriate British Land representatives.
You will normally receive the decision within three working days of the meeting. All appeals are recorded and involve the Head of Retail or the Head of Offices, as appropriate.
Step 4: Commercial Landlord Accreditation Scheme (CLAS) adjudication
If a Lease Code complaint is not resolved by our internal process, you or British Land can refer it in writing to the CLAS operator who will assign a case worker. For more information on the CLAS disciplinary procedure please visit www.clascheme.org.uk/disciplinary_action.html
The CLAS case worker will investigate the complaint and seek to mediate. Where they believe there has been a breach of the Scheme, they can follow one of two courses of action:
1. For minor or straightforward cases, adjudicate on whether there has been a breach of the Scheme rules, letting both parties know of their decision in writing.
2. For more complex or serious cases, refer these to the Scheme Standards Board which consists of an independent chairman and equal numbers of landlord and occupier representatives, plus three independent Board members. The Board will normally adjudicate on the basis of the case worker’s report and any written submissions either you or British Land wish to make. Where the Board feels it would be helpful, it can also request both parties to attend a hearing. Where no breach of the Scheme has occurred, both parties will be informed of this in writing. Where a breach has occurred, again both parties will be informed in writing, by first class post to the address provided. The Scheme Standards Board will also decide what disciplinary sanction will apply.
