We endeavour that all our clients get a remarkably professional service however should you think that our services have left you disappointed please contact us.

Initially, please contact the relevant Branch Manager or Department Manager who will aim to resolve any grievances directly. If the complaint is about the Branch Manager or Department Manager, or you do not feel comfortable speaking to them, your complaint should be referred to the Director whose contact details can be obtained from the branch.

All complaints will be acknowledged in writing within 5 working days, and a copy of this Complaints Procedure will be provided. If the complaint was in writing, a written response will be provided within 15 working days. Telephone complaints may be dealt with by telephone if straightforward, however a written response will be provided for complex or multiple issues.

We’re confident we’ll be able to resolve your complaint. But if for any reason we have not been able to resolve your complaint and you decide that you may need alternative options, you can register your complaint with the PRS Scheme. PLEASE NOTE that this is your last resort in case our office has not been able to resolve your complaint.

The service provided by PRS is independent, and free of charge for yourself. If you decide to contact them, they will first assess whether your complaint is within their remit. If it isn’t, or it is deemed malicious, it can be refused.

Their contact details are as follows:

Property Redress Scheme

Premiere House, 1st Floor

Elstree Way, Borehamwood WD6 1JH

Tel: 0333 321 9418