Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  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 put it in writing, 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 Redress Scheme (PRS) to consider without our final viewpoint on the matter.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Branch Manager, who will review your matter file and speak to the member of staff who acted for you.
3. The Branch Manager will then investigate and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again and we will forward the complaint to the complaints panel to review the decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied after following our in-house complaints procedure, you can escalate your complaint to the Property Redress Scheme (PRS) — an independent dispute resolution service, of which we are a member through UKALA (The UK Association of Letting Agents).

   The PRS can review complaints if:

   • You’ve completed our internal complaints process and remain dissatisfied,

   • You haven’t received a response within 8 weeks, or

   • The agent has ceased trading while still owing you money.