We are committed to providing a professional service to all our clients and customers. If you are not happy about something then we would like to know.
This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.
We will then respond in line with the timeframes set out below:
• We will acknowledge receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the relevant manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement correspondence.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your further request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.
0333 321 9418 / info@theprs.co.uk
Please note the following:
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint, including any evidence to support your case. If you feel we have not sought to acknowledge or address your original complaint within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter. The Property Redress Scheme requires that all complaints are addressed through our in-house complaint’s procedure, before being submitted for an independent review