We aim to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this and you wish to complain, we ask that you first telephone the person who has been dealing with your matter and explain that you are dissatisfied with an aspect of the service you have received.
If, after speaking to the person you have been dealing with you are unhappy with the way your complaint has been dealt with you should set out your complaint in writing to:
The Complaints Manger
26 Letters, Letting Agents & Property Managers
Unit K1, Bentley Business Park
Northfields Industrial Estate
And/or by email at:
In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly. The timescales for dealing with a complaint are as follows:
After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint.
In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
You have waited 8 weeks from the date of your written complaint to us for a response; and
It is still within 6 months from our last communication with you regarding this complaint
The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member's internal complaints procedure and remain dissatisfied with the Member's response. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form.
The Property Redress Scheme contact details are as follows:
By Email: firstname.lastname@example.org
By post at:
The Property Redress Scheme
Ground Floor, Kingmaker House