When Things Go Wrong – Please Tell Us
Introduction
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.
How to Complain
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 Property Redress Scheme (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.
- 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 Ombudsman without charge.
Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Phone: 0333 321 9418
Email: info@theprs.co.uk
Please note the following:
You will need to submit your complaint to PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Building Safety Concerns (relating to BSA/BSR-related blocks)
Referral to Building Safety Regulator
- In cases involving serious risks or potential breaches of building safety legislation, NRM may refer the complaint to the Building Safety Regulator.
