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 (by email or letter) including as much detail as possible. We will then handle your complaint in accordance with our structured, multi-tier review framework outlined below:

Stage 1: Preliminary Regulatory Assessment (Within 3 Working Days)

• Action: Upon receipt of a formal complaint, the complaint is firstly acknowledged and the file undergoes an immediate preliminary review by our legal and compliance advisors. This stage ensures an early assessment of the core complaint and establishes whether immediate remedial action is required, and determines the initial legal parameters of the dispute.
• Timeline: We will formally acknowledge your complaint within 3 working days of receipt. We will provide you with a copy of our complaints procedure. The initial communication will set out our preliminary assessment and our initial findings following our review of the matters raised in your complaint.

Stage 2: Detailed Operational Assessment (Within 15 Working Days)

• Action: To ensure complete administrative accuracy and file integrity, our company policy requires the initial legal assessment to be supported by a comprehensive operational assessment. The complaint is escalated to a senior case handler to review all associated internal documentation, case records, and background evidence alongside the Stage 1 findings. This additional review helps ensure that all relevant information is carefully considered and that the assessment is thorough, consistent, and robust.
• Timeline: Within 15 working days following the conclusion of the Stage 1 period, we will issue a detailed Operational Assessment. This will outline our extensive operational findings and may request further specific clarifications or documentation from you.

Stage 3: Formal Internal Review & Final response

• Action: Following any feedback or further information provided after Stage 2, a definitive final review of the complete case file is carried out and a final response letter will be provided.
• Timeline: Within 15 working days of receiving your response to the Stage 2 update, we will write to you with our formal, definitive Final Response Letter. This concludes our in-house complaints process.

Stage 4: Independent Redress

If you remain dissatisfied with our Final Response Letter, or if a period of 8 weeks has elapsed since you first raised the complaint in writing and a final resolution has not been reached, you have the right to escalate your complaint to our independent redress scheme:

Property Redress Scheme (PRS)
Premiere House, 1st Floor, Elstree Way
Borehamwood, Hertfordshire, WD6 1JH

Website: www.theprs.co.uk
Email: info@propertyredress.co.uk
Telephone: 0333 321 9418

Please note: You must refer your complaint to the redress scheme within 12 months of receiving our Final Viewpoint Letter.