COMPLAINTS PROCEDURE

Complaints Handling Policy

We are a firm regulated by RICS and therefore we have two stages to the Complaints Handling Procedure:

• • Consideration of the complaint by a senior member of the firm or the firm’s designated complaints handler.
• • If the complaint cannot be resolved, referral to an independent third party with the authority to award redress.

All complaints made will be logged.

The person responsible for dealing with your complaint is: Sophie Bullock

It is recommended that you put your complaint in writing to the above named, at the address below. This is to ensure that we fully understand what your complaint is and have a written record of it.

8 High Street
Sutton Coldfield
B72 1XA
Telephone: 0121 362 7878

There are two formal stages to our complaints handling procedure.

Stage one

The first stage of our complaints handling procedure will involve full consideration of your complaint by Sophie Bullock. We will acknowledge your complaint by telephone and in writing within 3 working days. Following that we will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on our progress with your complaint, within a further 15 days.

We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude and this will be confirmed in writing.

However, if you are dissatisfied with our initial response, there is a further consideration process with a 15 day response time.

Should you still not be happy you will have the opportunity to take your complaint to the final stage of our complaints handling procedure (stage two).

Stage two

When it is clear that agreement cannot be reached, we will write to you explaining that our internal investigation of your complaint has been exhausted and reached deadlock. You will then have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is the Property Redress Scheme.

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

Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.com