Complaints Procedure
As a Property Redress Scheme accredited firm, we want you to be fully satisfied with our service. Sometimes things don’t go to plan, and when something does go wrong, we need you to tell us about it. This will help us to improve our standards and services to our clients.
If you have a complaint, the team member who you usually deal with will try to resolve it ini-tially, so please tell them in the first instance.
Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.
Please put your formal complaint in writing either by email or letter, including as much detail as possible.
You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please don’t hesitate to phone us so we can document your com-plaint for you.
When contacting us, please tell us:
- Your name and contact details
- Confirmation of what your relationship is to the property
- The full address of the property, if you have those details
- The aspect of our service you are complaining about
- How you would like us to put matters right
You can get in touch in two different ways;
either by post:
Attingham Estates Ltd,
8 Sorrel Close,
Royston,
SG8 9TL
or by email:
chloepeterken@attinghamestates.com
We will then respond in line with the timeframes set out below.
What will happen next?
We will send you a letter or email acknowledging receipt of your complaint within three work-ing days, enclosing a copy of this procedure
We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If there is a reason why we need more time than this we will inform you and tell you why.
- If, at this stage, you are still not satisfied with the outcome, you can contact us again and we will arrange for a separate review to take place by a more senior member of the team
- A senior member of the team will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. If we need more time then we will inform you and tell you why. In certain circumstances, it may not be possible to investigate fully and respond to you within 10 working days. If this is the case, we will give you a written progress update on or before the tenth working day and provide a further timeframe in which we will aim to provide our full response and hope to resolve the matter. At the conclusion of our investigation and response, we will ask you whether your complaint has been resolved to your satisfaction
- If you still remain dissatisfied, you can then contact Property Redress Scheme to request an independent review:
Property Redress Scheme,
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
Hertfordshire,
WD6 1JH
Telephone: 0333 321 9418
Email: info@theprs.co.uk
Please note the following:
You will need to submit your complaint to Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them for their independent review.