Complaint Stage 1 -
Please put your complaint in writing to email@example.com Our staff will respond to you within 2 working days. Should any further action need to be taken they will forward this to the relevant department and explain the process from there. If you are still not happy you can escalate your complaint to the next stage.
Complaint Stage 2 -
If you find that stage 1 has not resolved your concerns, please outline in writing why you feel the outcome of stage 1 was not to satisfaction. This will be looked at by a senior member of staff who will review your complaint and any action taken. They will respond to you within 10 working days. Please send your email to firstname.lastname@example.org
Complaint stage 3 -
If you are still not happy that your complaint has been resolved you have the right to contact the Property Redress Scheme, of which we are a member. You can contact them for impartial advise and providing you have followed our own internal complaints procedure detailed above they can review your complaint. As an independent third party they review all cases impartially. They can be contacted by calling 0333 321 9418 or via their website www.theprs.co.uk