Complaints

Complaints Procedure

We are only permitted to deal with and discuss the complaint with the complainant or the properly appointed representative of the complainant.

Stage 1

Please email/write to us and set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within two working days of receipt. You should get a response and an explanation within 14 working days. If you are unsure which member of staff to write to, your complaint should be sent to Luke Mason at [email protected]

Final Stage

If you are not satisfied with our final view, which will be expressed in the written statement then you have the following two options to pursue the matter further:

1. We belong to The Property Redress Scheme and you can seek redress by writing to the scheme at: ~

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

Telephone no: 0333 321 9418

Website: https://www.theprs.co.uk/ 

Email: [email protected]

A referral to our redress scheme must be made within 12 months of our final view statemen.

2. You can seek financial redress by commencing a money claim procedure at https://www.moneyclaim.gov.uk/web/mcol/welcome