Complaints Policy and Procedure
We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers' experience.
Should you have any tips for us on how to improve, we would love to hear from you!
Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to improve things, however big or small your suggestions might be.
If you would like to give us your feedback please complete the form with your comment.
IF YOU HAVE A COMPLAINT
Please complete the form selecting the option "complaint" and provide as much detail as you can.
Let us know what the problem is, and how you’d like us to put things right.
We will acknowledge your email (this is usually within 5 working days) of receipt although during busy times may be longer).
We will then investigate your complaint. This may mean that we will ask you to provide more information, depending on your type of submission. This should take no longer than 14 days from the date we receive all relevant information, after which we will respond to you with a resolution.
STILL NOT HAPPY?
We always aim to resolve any issues quickly and professionally. If you’re not happy with our response – or if we fail to get back to you – you can escalate your complaint to an external body.
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Property Investors Mediation Service (PIMS) – They provide mediation for property investors and property entrepreneurs who require mediation service for property professionals working in Rent-to-Rents, Deal Sourcing and Joint Ventures..
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Property Redress Scheme (PRS) – An independent organisation that resolves disputes between consumers and property agents in the UK. They offer a fair and impartial platform for complaints involving estate agents, letting agents, and property managers, ensuring compliance with legal redress requirements.
Our membership details are:
PIMS Membership Number - 19242
PRS Membership Number - PRS053164
Visit www.thepims.co.uk or www.propertyredress.co.uk to raise a complaint.