1. Making a complaint
In the first instance your complaint should be sent in writing to the Directors at our registered office. Your complaint will be acknowledged within 3 working days. The appropriate senior member of the team will conduct a full and thorough investigation and a full written response will be sent within 15 working days. We may need to contact you to obtain further information.
2. If you remain dissatisfied
If you feel the matter remains unresolved you should write and advise the Managing Director as to why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days. You will need to receive this final response before referring the matter to the Property Redress Scheme.
3. Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the
Property Redress Scheme
Full contact details can be found HERE
Details of the process can be found HERE
A copy of our Property Redress Scheme certificate can be requested from us directly.
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the PRS in writing.
4. What next?
You will receive written confirmation from the PRS that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the PRS team together with the response from us and a recommendation will be made to the Head of Redress who will then make a final decision which is binding upon the us.
5. And Finally…
In the unlikely event you do not agree with the decision of the Head of Redress, you have right to seek remedy through a Court. Nevertheless, the decision remains binding upon us as member.