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 helps us to improve our standards.

1. Submitting Your Complaint

  • Format: Please put your complaint in writing, including as much detail as possible.

  • Email to: [email protected]

  • Timescale: We have up to eight weeks from receipt to consider your complaint. If not resolved within this timeframe, you may refer the matter to The Property Redress Scheme.

2. What Happens Next?

  1. Acknowledgement

    • We will send you a letter (by email or post) within three working days of receiving your complaint.

    • This letter will enclose a copy of this procedure.

  2. Investigation

    • The office manager will review your file and speak to the staff member who handled your case.

    • We aim to complete this investigation and send you a formal written outcome within 15 working days of our acknowledgement.

3. Still Not Happy?

If you are not satisfied with the outcome of our in-house procedure, you may request an independent review by The Property Redress Scheme, provided that:

  • You have allowed us up to eight weeks from the date we received your written complaint to investigate and respond.

  • It is less than one year since our last communication with you regarding this complaint.

4. How to Contact The Property Redress Scheme

  • Complaint form: complete the online form at www.theprs.co.uk

  • Email: [email protected]

  • Post to:

    Property Redress Scheme

    Limelight 1st Floor Studio

    3 Elstree Way

    Borehamwood

    Hertfordshire

    WD6 1JH

     

  • Telephone: 0333 321 9418

  • General enquiries: [email protected]