Complaints Procedure
We are committed to providing the highest levels of service but, if something goes wrong, we would like the chance to put it right.
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.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three 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 office 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 letter.
- 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 director of the business.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
- If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.
We would hope to resolve any issues you raise with us, however if after following our internal complaints handling procedure you still feel we have not done so, you should contact the Property Redress Scheme to request an independent review:
Property Redress Scheme
Premiere House
1st Floor, Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418 www.theprs.co.uk
Please note: You will need to submit your complaint to the Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress Scheme requires that all complaints are addressed through this in-house complaints’ procedure, before being submitted for an independent review.