COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers but if something goes wrong, we need you to tell us about it as this will help us to improve our standards.
If you have a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timeframes set out below. If we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our viewpoint on the matter.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receipt, enclosing a copy of this procedure.
We will investigate your complaint. This will normally be dealt with by a senior member of staff who will review your file and consult with appropriate people. The outcome of the investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a company director and we will write to you within 15 working days of receiving your request for a review confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complain procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.
The Property Redress Scheme
1st Floor, Premier House
Elstree Way
Borehamwood
WD6 1JH
0333 321 9418 info@theprs.co.uk www.theprs.co.uk Membership No: PRS023252
Please note the following:
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress Scheme requires that all complaints be addressed through the in-house complaints process, before submitting for an independent review.
Mear Properties Ltd: In-House Complaints Procedure v2 22052021
