Complaints Procedure

Stage 1

Raise your complaint with the member of staff you have been dealing with within 12 months of the incident relating to the complaint occurring. The member of staff will aim to resolve the complaint.

Stage 2

If a satisfactory resolution has not been reached, please put your complaint in writing to the office manager who can be contacted at [email protected]

Within 5 working days we will write to you to acknowledge your complaint.

We will then investigate your complaint and write to you with our findings, and try to resolve the complaint if appropriate. This will take a maximum of 6 weeks.

Stage 3

If you still feel that your complaint has not been resolved, your complaint will be passed to our Director who will look over the details and try to resolve the complaint if appropriate. We aim to do this within a further 2 weeks of the date the complaint was referred to the director.

Stage 4

After our final response to the complaint or after you have waited 8 weeks from sending the complaint letter and you have not received a response, your claim can be referred to The Property Redress Scheme.

They can be contacted at info@the prs.co.uk, Telephone 0333 321 9418, https://www.theprs.co.uk/Complain