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.
Should you wish to make a complaint, please put this in writing including as much detail as possible. We will then respond in line with the timeframes set out below:
- Written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint.
- Please email your complaint to: NAME, POSITION AND EMAIL
- A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
- 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: NAME, POSITION AND EMAIL
- 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 remain unhappy with our response and have exhausted our complaints procedure, as we are members of Property Redress, a government approved redress scheme who resolve complaints between members and their consumers, you can contact them and ask them to investigate your complaint in line with their published Conditions of Complaints.
Before raising your complaint with Property Redress, you must have waited 8 weeks from the date of your written complaint to us for us to investigate and respond, and any referral to Property Redress must be made within 6 months of the date of our final viewpoint.
Property Redress is free to use for those making a complaint and further information and guidance on how to resolve complaints is available on their website www.propertyredress.co.uk/consumers
To make a complaint, you can fill out a complaint form online on their website www.portal.propertyredress.co.uk/complain
The Property Redress Scheme’s contact details are as follows:
Email: [email protected]
Telephone: 0333 321 9418
Post: Property Redress Premiere House,
1st Floor Elstree Way Borehamwood, WD6 1JH
