Complaints Procedure
Deanne Hancock, Premier Property Agent is committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 14 working days.
Stage 2
If you are not satisfied with the initial response to the complaint then you can write to
Deanne Hancock,
Thrive Hubs,
25 The Crescent,
Plymouth,
PL1 3AD
You can expect acknowledgement to your request within 4 working days of receipt and a response within 14 workings days.
We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Final Stage
If you are not satisfied with the final reply, then you may contact The Property Redress Scheme for an independent review;
The Property Redress Scheme,
Premiere House,
1st Floor, Elstree Way,
Borehamwood,
WD6 1JH.
TEL: 0333 321 9418
Membership number: PRS010677
CONTACTING PROPERTYMARK
Propertymark are the leading professional body for the property sector. They will investigate complaints against their members where evidence points to a breach in their Conduct and Membership Rules—this can lead to a disciplinary hearing.
In some cases, complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. If there is sufficient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.
Visit their website for more information;
propertymark.co.uk/professional-standards/complaints
01926 496 791 | complaints@propertymark.co.uk