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 put it in writing, including as much detail as possible, and send it to our email address as follows:
We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints 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).
What will happen next?
- We will send you correspondence acknowledging receipt of your complaint within 3-5 working days of receiving it
This will be followed by a copy of this complaints procedure
- We will then investigate your complaint. This will normally be dealt with by the office manager or our appointed legal team who will send you a brief email response . A formal written outcome of our investigation will be sent to you within 15 working days of sending the above response.
- 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 and the legal team.
- We will write to you again within a further 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 .
Property Redress Scheme
Limelight, 1st Floor, Studio 3
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH
info@propertyredress.co.uk
0333 321 9418
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.
