We are a member of the Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have the following complaints procedure in place to resolve all customer issues or concerns as quickly as possible.
Stage One – Customer Services Manager
Complaints should, in the first instance, be directed to the Customer Services Manager. Once received, your letter will be acknowledged within 3 working days and you will receive a response within 10 working days from receipt of your letter.
If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.
In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at customer services level.
Stage Two – Director
If, after you have dealt with the Customer Services department, you remain dissatisfied you may address your concerns, in writing, to the Managing Director. Once received your letter will be acknowledged within 3 working days and you will receive a response within 10 working days from receipt of your letter.
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.
Stage Three – 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 one year from the last communication with you regarding this complaint