Complaints

We aim to provide an excellent service and to do everything we can to ensure you are completed satisfied. If you feel that we have fallen short of this standard and you would like to complain, we ask that you firstly you call the person who is your contact and explain that you are dissatisfied with an aspect of the service you have received and ask to speak to one of management team.
In order to remedy your complaint, we would ask that you include the following information and evidence, wherever possible:
• An outline of your complaint explaining why you feel that we have fallen short of our usually excellent service
• What you would like us to do to solve the issue in your eyes.
• The details of all people involved and any supporting documents.

On receipt of a complaint, we will investigate the issues you have highlighted on your complaint and we will respond to you accordingly.
The timescales for dealing with a complaint are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 2 working days of receipt of your complaint.
• Within 7 working days of the acknowledgement, you will receive a full written detailed response to your complaint.
• If we’re unable to resolve the issue within 7 working days , we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when you can expect a full response to be received by.
• once we have provided a final written response, If we deem the matter closed then we reserve the right not to enter into any further correspondence on the matter.
We are members of the Property Redress Scheme (Membership Number: ).

If you are unhappy with the response received from us through our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
• Made an official complaint to us, in writing;
• Waited at least 8 weeks for us to respond to your complaint;
• Not waited more than 6 months from our last communication with you, regarding this complaint.
The Property Redress Scheme is a government-approved Redress Scheme who resolves complaints between members and their consumers. The complainant must have exhausted our internal complaints procedure and remain dissatisfied with our response, to take any further action. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:
W: www.theprs.co.uk
E: info@theprs.co.uk
T: 0333 321 9418
Post:
The Property Redress Scheme.
Premiere House, 1st Floor
Elstree Way, Borehamwood Hertfordshire, WD6 1JH