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