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Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

In-House Complaints Procedure The Property Redress Scheme (PRS) 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 estate agent that is handling your case. If the estate agent cannot resolve the issue for you then please send a written formal complaint to our Area Manager – nicola.wright@fineandcountry.com 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 three working days of receiving it, enclosing a copy of this procedure. The Area Manager will then investigate your complaint. They 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 you are not satisfied with the full written outcome response from the Area Manager you can write to the Managing Director 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 eight weeks of your initial complaint. If you are still not satisfied with the outcome, you can raise your complaint with The Property Redress Scheme and request an independent review. The Property Redress Scheme will request that you have exhausted the internal complaints procedure before contacting them and waited a minimum of eight weeks to allow us to respond to your complaint. Contact with The Property Redress Scheme must be within 12 months of the incident you are complaining about When you have raised a complaint with The Property Redress Scheme, they will write to us as agents requesting our 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 Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH By Email info@theprs.co.uk By Phone 0333 321 9418 Please note the following: You will need to submit your complaint to The Property Redress Scheme within 12 months of the incident you are complaining about, including any evidence to support your case. In-House Complaints Procedure The Property Ombudsman (TPO) 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 sales advisor that is handling your case. If the sales advisor cannot resolve the issue for you then please put your complaint in writing addressed to the Area Manager, Nicola Wright (nicola.wright@fineandcountry.com) We will acknowledge receipt of your complaint in writing within three working days of receiving it, enclosing a copy of this procedure. The Area Manager will then investigate your complaint. They 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 you are not satisfied with the full written outcome response from the Area Manager you can write to the Managing Director who will arrange for a separate review to take place. In line with the Ombudsman guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman and request an independent review The Property Ombudsman will request that you have exhausted the internal complaints procedure before contacting them. When you have raised a complaint with The Property Ombudsman, they will write to us as agents requesting our 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 Ombudsman Ltd 01722 333 306 / www.tpos.co.uk Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

Last updated at 10/28/2022, 5:57:14 AM by allAgents

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