Complaints Handling Procedure
Reece Farrar or Greg Forbes will deal with complaints. If you have a question or would like to make a complaint, please do not hesitate to contact them on 01282 919402 or 11a Skelton Street, Colne, BB8 9JE.
Please ensure you write your complaint, addressed to Reece or Greg at the address above. This is to ensure we fully understand your complaint and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by Reece or Greg on behalf of the Company. We will try to resolve your complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.
We will consider your complaint as soon as possible and provide you with a full response, or if that is not possible, an update on what is happening with your complaint, within 28 days.
If we cannot agree on how to resolve your complaint after 8 weeks, you will have the option to take your complaint to the final stage of our complaints handling procedure, which is the Property Redress Scheme:
Making a Complaint
Before making a complaint, you will need to have:
- written to the agent detailing your complaint
- allowed them up to 8 weeks to try and resolve your concerns
If there is no response or the resolution offered is unsatisfactory you may be able to raise a complaint with us. The quickest and easiest way to do this is, and provide all your evidence, is online here
As a consumer:
- there is no cost for raising a complaint
- you can withdraw from our process at any time
- You can find the full complaints process, and timescales, in our Conditions of Complaints in the Resources section
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.