How do I report a complaint?
The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or you can send us an email. We will aim to resolve any issues immediately, however if this is not possible then your concerns will be escalated to a manager who will investigate the matter.Contact Us
7 Station Rd,
Hayes,
UB3 4BE
Phone 020 8573 2666
Email [email protected]
What happens next?
When we receive your complaint, we will:
- Send you a written acknowledgement within three working days, this will outline who is responsible for investigating the issues raised.
- Collate as much information as possible and liaise with the various departments involved to establish all the facts.
- Send a detailed response within fteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns, you will receive a written explanation for the delay
Condentiality
All complaints are kept condential and will be dealt with fairly. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Escalating the Complaint
Let us know if you feel your complaint has not been fully addressed. Your concerns will be acknowledged within three working days of receipt and your complaint will be re-reviewed by a senior staff member. Where possible, a nal response will be issued within fteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third-party.
Further redress & escalation
Contacting our independent redress scheme If you are not satised with the outcome issued within our nal response, we advise that you contact our independent redress scheme.
An independent redress scheme is a free, independent body set up to resolve disputes between consumers and businesses—that have not been resolved internally. Their decisions are binding on both parties.
When to Contact
Independent redress schemes will only review complaints that have concluded with a final response from the agent, or if eight weeks have elapsed since the complaint was first made.
Contacting Propertymark
Propertymark are the leading professional body for the property sector. They will investigate complaints against their members where evidence points to a breach in their Conduct and Membership Rules—this can lead to a disciplinary hearing.
In some cases, complaints may be resolved without a hearing, in which case you will be notied of the outcome in writing. If there is sufcient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.
Visit their website for more information: propertymark.co.uk/professional-standards/complaints
01926 496 791 | [email protected]
Property Redress Scheme
Membership number PRS015193
Property Redress,
Limelight,
1st Floor,
Elstree Way,
Borehamwood,
Hertfordshire,
WD6 1JH
Phone 0333 321 9418
Email [email protected]
Website www.propertyredress.co.uk
You must refer your complaint to the Redress Scheme within 6 months of our final response.
Insurance complaints
If your complaint relates to insurance, it will be dealt with separately to ensure compliance with regulation rules. Any insurance-related matters will be acknowledged within ve working days and can be reported by phone, post, email, or you can pop into your local branch and talk to one of our advisors.
Whilst we will endeavour to respond as soon as possible, please allow up to eight weeks for a nal response. If we are unable to respond fully within four weeks of receiving your complaint, we will provide an update. Following our nal response, if you are unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
[email protected]
08000 234 567 | financial-ombudsman.org.uk
You need to follow our complaints procedure before referring your complaint to the Financial Ombudsman Service. You must also contact them within six months of receiving our final response.