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 have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office 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 15 working days of sending the acknowledgement letter.
  • 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 a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

A consumer redress scheme such as the Property Redress Scheme (the PRS) is a government authorised scheme which offers an alternative method of resolving complaints to the traditional option of going to court. The scheme offers an escalated complaints process to consumers about the services of a Member and provides an opportunity for an easy and quick resolution to a complaint. The Member is required to co-operate with the PRS complaints process and comply with any final decision to a complaint. Failure to do so is likely to result in the Member being removed from the PRS and being unable to join another government authorised redress scheme. complaints@theprs.co.uk - TEL:03333219418