In-house Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Your complaint will be acknowledged and we will start our in-house complaints process.

Your complaint will be investigated and a member of staff will provide a formal written response addressing your specific complaints and proposing resolutions
where appropriate.

If you remain unhappy, your subsequent complaint will be investigated and a senior member of staff will provide a written response outlining our final position and proposing resolutions where appropriate

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

Property Redress Scheme
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
0333 321 9418 | https://www.theprs.co.uk/ info@theprs.co.uk