Complaints Procedure

We are committed to providing a professional, responsive, and high-quality service to all our clients. However, if you feel we have not met these standards, we have a structured complaints procedure in place to ensure your concerns are addressed fairly and efficiently.

In the first instance, please raise your complaint directly with the member of staff you have been dealing with. They will make every effort to resolve the matter promptly and informally.

We will acknowledge your complaint in writing within three working days of receipt. This acknowledgement will include a copy of this complaints procedure for your reference.

Your complaint will be investigated by the Office Manager. They will review the details of your case, including your file and any correspondence, and consult with the relevant team member.

You will receive a formal written response outlining our findings within 15 working days of the initial acknowledgement. This will include any actions taken or proposed to resolve your complaint.

If you remain dissatisfied, please notify us in writing. A senior member of staff will carry out an independent review of your complaint. You will receive a final viewpoint letter within 15 working days of your request.

If you are still not satisfied with our final response, or if more than eight weeks have passed since you first raised your complaint, you may refer the matter to the Property Redress Scheme for independent resolution:

Property Redress Scheme (PRS) Contact Details

The Property Redress Scheme (PRS)

Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Phone: 0333 321 9418

Email: info@theprs.co.uk

You must refer your complaint to the Property Redress Scheme within 12 months of our final viewpoint letter.

Redress Scheme Membership: We are members of the Property Redress Scheme (PRS), providing an independent redress mechanism.

For any questions about these Terms, please contact us via Email: info@estate-agent.london