Customer Care Policy

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Putting You First – Our Problem Resolution Service

We are proud members of The Property Redress Scheme (PRS) and 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.

In-house Complaints Procedure

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the PRS to consider without our final viewpoint on the matter).

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.
 

Independent Review Procedure

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.

  1. To raise a complaint, you will need to complete the PRS complaint form and send all the relevant evidence you want considered. This should include a clear breakdown of your complaint and your proposed solution (and if there is more than one issue the solution for each). You should demonstrate your attempts to resolve the complaint with the agent.

  2. You can raise your complaint:

    1. online at https://www.theprs.co.uk/Complain

    2. by post, with all relevant evidence

    3. where necessary, by telephone

 

Contact Details:

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.

0333 321 941

info@theprs.co.uk

www.theprs.co.uk 

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. 

 

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