Let Us Make It Right

Please see below our Complaints Procedure before sending a message directly to the management team. 

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. 

If you have a complaint, please follow the following procedure: 

Please raise your complaint with the local Property Expert who is handling your case.  As they are self-employed, they hold ultimate accountability for ensuring high levels of service are offered. 

If your local Property Expert cannot resolve the issue for you then please send a formal written complaint to the Management Team (email: complaints@thepropertyexperts.co.uk  clearly explaining the specific reasons for your complaint, and how you would like it resolved. 

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it, enclosing a copy of this procedure

The Management Team will then investigate your complaint.  They will review your file and speak to the Property Expert 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 you are not satisfied with the full written outcome from the Management Team, you can write to Jim Harris, Managing Director jim@thepropertyexperts.co.uk who will arrange for a separate review to take place.  In line with the Property Redress Scheme Guidelines the Managing Director will respond to you with a statement of the final view of the matter within 8 weeks of your initial complaint.  If we don’t hear back from you within 12 months of the Management Teams response, we will consider the matter closed. 

If you are still not satisfied after the last stage of the in-house complaint procedure you can raise your complaint with The Property Redress Scheme and request an independent review.  If this occurs your complaint will be handled through the Redress Scheme Registration of the Property Expert you have been dealing with. 

Property Redress Scheme: 

Please note the following: 

The Property Redress Scheme will request that you have exhausted the internal complaints procedure before contacting them and waiting a minimum of 8 weeks to allow us to respond to your complaint. Contact with The Property Redress Scheme must be within 12 months of receiving of the incident you are complaining about. 

When you have raised a complaint with the Property Redress Scheme (PRS) they will write to  the Property Expert requesting the Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides. 

The Property Redress Scheme www.theprs.co.uk  

By Post
Property Redress Scheme, 1st Floor, Premiere House, Elstree Way, Borehamwood, WD6 1JH.