Complaints Procedure

We aim to provide the highest standards of service, but to ensure that your interests are safeguarded, in cases where you feel this expectation has not been fulfilled, we ask for any complaints to be submitted via the following procedure:

• Any grievances must be put in writing and addresses to Cosi Living at the following address: Cosi Living, Block A, 25 Goodlass Road, Liverpool, L24 9HJ.

• The grievance will be acknowledged within 3 working days of receipt and then investigated thoroughly in accordance with our established in-house complaints procedures.

• A formal written outcome of the complaint will be sent to you within 21 days of the receipt of the grievance. If we require longer than this to resolve a matter, we will advise you in writing and confirm our revised response date.

• If you remain dissatisfied with the result of the internal investigation, your grievance will then be put forward to our Managing Director who will then review the outcome. Following the conclusion of this review we will write to you with a final written statement.

• Should you remain dissatisfied with the conclusion of the in-house review of the complaint, the matter can then be directed to The Property Ombudsman Services: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.