F&C (Midlands) Limited
In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please follow the following procedure:
Please raise your complaint with the estate agent that is handling your case. As they are self-employed, they hold ultimate accountability for ensuring high levels of service are offered.
If the estate agent cannot resolve the issue for you then please send a written formal complaint to the Managing Director, Lee Armstrong (lee.armstrong@fineandcountry.com), clearly explaining the specific reasons for your complaint, and how you would like it resolved
We will acknowledge receipt of your complaint in writing within three working days of receiving it, enclosing a copy of this procedure.
The Managing Director will then investigate your complaint. They will review your file and speak to the estate agent who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If you are not satisfied with the full written outcome response from the Managing Director, you can write to the CEO Sean Newman who will arrange for a separate review to take place. In line with the Property Redress Scheme guidelines the CEO will respond to you with a statement of the final view of the matter within eight weeks of your initial complaint. If we don’t hear back from you within 12 months of the Managing Directors response, we consider the matter closed.
If you are still not satisfied after the last stage of the in-house complaint procedure you can raise your complaint with The Property Redress Scheme and request an independent review. If this occurs your complaint will be handled through the redress scheme registration of the estate agent you have been dealing with
The Property Redress Scheme will request that you have exhausted the internal complaints procedure before contacting them and waited a minimum of eight weeks to allow us to respond to your complaint. Contact with The Property Redress Scheme must be within 12 months of the incident you are complaining about
When you have raised a complaint with The Property Redress Scheme, they will write to the estate agent requesting the Property File and their version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.
The Property Redress Scheme / www.theprs.co.uk
By Post
Property Redress Scheme
Premiere House
1st Floor, Elstree Way
Borehamwood
WD6 1JH
By Email
By Phone
0333 321 9418
Please note the following:
You will need to submit your complaint to The Property Redress Scheme within 12 months of the incident you are complaining about, including any evidence to support your case.