IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
STEP 1: LET US KNOW
If you have a complaint, please put it in writing to oc@britanniapropertyservices.com, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you an acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our 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 senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
STEP 2: ESCALATING WITH REDRESS THE PROPERTY REDRESS SCHEME
If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:
The Property Redress Scheme
Limelight
1st Floor Studio 3
Elstree Way
Borehamwood HERTS
WD6 1JH
0333 321 9418
https://www.theprs.co.uk/consumer/how-it-works
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 are addressed through this in-house complaints procedure, before being submitted for an independent review.
STEP 3: RAISING OUR CONDUCT WITH PROPERTYMARK
As a member of Propertymark, conduct issues can be referred to them if you are dissatisfied following the dispute resolution procedure:
Propertymark
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG
01926 496 800
https://www.propertymark.co.uk/professional-standards/complaints
Please note the following:
- Propertymark cannot investigate tenancy deposit disputes
- Propertymark do not have powers to award compensation
