I am committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting me know when you have a problem, I can work with you to understand what has happened and put it right. The following will guide you and tells you how to make me aware of your views so that I can address any concerns you may have, quickly and professionally.
HOW DO I MAKE A COMPLAINT?
The first thing you need to do is contact me and let me know what part of my service you are unhappy with. You can report your concerns to me in writing by post, or you can send me an email. You can find my contact details at the bottom of this guide.
WHAT HAPPENS NEXT?
When I receive your complaint, I will:
• Send you a written acknowledgement within 2 working days
• Collate as much information as possible and liaise with relevant parties (where applicable) involved to establish all the facts.
• Send a response to you within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If I need more time to resolve your concerns however, you will receive a written explanation for the delay.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If I do not hear from you within 4 weeks of my response, I will assume the matter has been resolved and the complaint will be closed. Should you have concerns in the meantime however, please contact me.
STILL NOT HAPPY?
After receiving my response, if you feel your complaint has not been fully addressed, please let me know in writing and I will aim to resolve the matter for you. Your concerns will be acknowledged within 2 working days of receipt. Where possible, a final response will then be issued within fifteen working days. If you are still not satisfied with the outcome, I would advise that you contact our independent redress scheme: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Email: info@theprs.co.uk Tel: 0333 321 9418