Complaints Procedure
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 within five business days, in line with the timeframes set out in our terms and conditions. Any complaint will be handled in the strictest of confidence by a manager. Should you not be satisfied with the outcome, you can appeal to the Director. If you are still not satisfied with the outcome, you can escalate your complaint to the Property Ombudsman for Letting Agents.
What will happen next?
- We will send you an email acknowledging receipt of your complaint within five business days of receiving it.
- We will then investigate your complaint. This will normally be dealt with by a 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 ten working days of sending the acknowledgement email.
- 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 the director.
- We will write to you within five 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
Premiere House,
1st Floor,
Elstree Way,
Borehanwood,
WD6 1JH
0333 321 9418
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.