C O M P L A I N T S P R O C E D U R E
As an extension to our service, we deem it essential to offer an effective complaints procedure, should you wish to report a problem that you have experienced whilst using our services.
Whilst we strive for perfection, we do understand that sometimes mistakes can occur, so we have devised a clear procedure, should you feel it necessary to file a complaint.
For steps on our complaints process, please see below.
1.
Should you need to file a complaint, please write to us by letter or email. Please inform us to the reason of your complaint and please include as much information as possible.
2.
The branch manager is required to provide acknowledgement of your complaint within 3 working days of receiving it. The confirmation will be given in writing by letter or email.
3.
The branch manager will review your complaint, and provide you with a formal written outcome within 15 working days of receiving the complaint.
4.
Should you be dissatisfied after receiving our response, you should contact us again, to which a separate review of your complaint will be carried out, we will then notify you of our final view on the case, which will be provided to you within 15 working days of the matter being escalated to us.
5.
Should you still be dissatisfied with our final view response, you may refer your complaint to the Property Redress Scheme. Details for the property redress scheme are visible below. Please note, that your complaint must be referred to the Property Redress Scheme within 12 months of receiving our final view, for the Property Redress Scheme to consider it.
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH
Contact number: 0333 321 9418
Email: info@theprs.co.uk