Complaints procedure

Please set out any complaint in writing, with as much detail as you can. 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 Property Redress to consider without our final viewpoint on the matter).

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2. Your complaint is then investigated. 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.

3. Still not satisfied with that outcome? Contact us again, and a separate review will be carried out by a senior member of staff.

4. Our final viewpoint on the matter will then be confirmed to you in writing within 15 working days of receiving your request for a review.

An independent review

If you remain dissatisfied, you can then contact Property Redress to request an independent review:

Postal address

By telephone

Call: 0333 321 9418, 9am to 5.30pm, Monday to Friday (Calls are charged from 1p to 13p per minute. Calls from mobile phones may be higher depending on your provider)

By email

Email: info@theprs.co.uk

Online

You can fill out a complaint on Property Redress Website at: propertyredress.co.uk/resources/service-complaint-form