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 will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of you complaint within 7 working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• 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 a senior member of staff.
• 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 dissatisfied, you can then contact The Property Ombudsman to request an independent review:

"Property Redress Scheme PRS Membership Number PRS014135" 

Making a Complaint

Consumers of services provided by Property Redress Scheme Members can make a complaint.

Before making a complaint the following must occur.

1. The company is a member of the Property Redress Scheme.
2. You have written to complain about the matter and allowed a minimum of 8 Weeks for a response
3. If you have not received a response after 8 weeks or you are unhappy with the response you have received, your complaint must be made to the Property Redress Scheme within 12 months of your last communication.

Please note:

1. There is no charge for a consumer to raise a complaint.
2. A consumer can withdraw from our complaint process at any time.
3. Consumers are not required to be represented legally or otherwise to raise a complaint.
4. The complaint process is set out in our conditions of complaints if the matter requires a propose
    decision you will receive this within 90 days of us receiving the full complaint file unless the matter is
    particularly complex and further time is required.
5. You can raise the complaint online or by posting us the complaint form and your evidence but we would
    recommend you use our online form.
6. WE RECOMMEND YOU SET ASIDE AN HOUR TO COMPLETE THE ONLINE COMPLAINT FORM TO COMPLETE
    IT ALL AS FULLY AS POSSIBLE AND HAVE ALL RELEVANT DOCMENTATION TO UPLOAD AS THERE IS
    CURRENTLY NO SAVE OPTION WHILE COMPLETING IT.

To begin Complaint Click https://www.theprs.co.uk/Complain

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.