What do I do if I have feedback or a complaint?

At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with your agent. If you cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your agent, then you may discuss this with our complaints director as a complaint under this policy.

How do I raise a complaint under this policy?

It would help us if you could email [email protected] with:

  • why you feel dissatisfied with the service which you have received;
  • how you would prefer to be contacted about your complaint;
  • if there is anything in particular which you would like us to do to resolve your complaint.

If you would prefer not to email details of your complaint in this way, then please call to discuss the best way to get an understanding of your concerns.

What happens after I have made a complaint under this policy?

We will:

  • send an acknowledgement of your complaint within 7 days of receiving it;
  • log your complaint on our central complaints register;
  • investigate the concerns;
  • write to you within 8 weeks of receiving your complaint to confirm the outcome of this.

In exceptional circumstances it may be necessary to extend these timescales, but we will try to agree any variations with you first. If you remain unsatisfied after 8 weeks at the latest, we will always ensure that you are reminded at that time of how to make a complaint to the Property Redress Scheme (PRS) if you are eligible to do so.

What might the outcome of my complaint be?

We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.

What if I remain unsatisfied?

If you remain dissatisfied, you may be entitled to complain to the PRS about our service. This service is not available to all clients, such as large businesses. The scheme generally expects clients to follow a firm’s internal complaints procedure first. Click the link to fill out a formal complaint letter template from the PRS website. You can find further information about the scheme on the website https://www.propertyredress.co.uk.

You can write to the scheme at 7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE or by email at [email protected] or call on 0333 321 9418.