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Complaints Procedure

We operate our own internal complaints policy and if you have any concerns about the way in which we collect or handle data please contact us.

Stage One – Your Current Point of Contact

We receive very few complaints; however, we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.

Stage Two – Manager

If we are unable to resolve the situation at Stage 1, you may refer the case to the appropriate Manager responsible for the property in question. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.

The person you have dealt with will provide you with the Manager’s name and contact details. Alternatively, you may write to We will acknowledge the escalation within three working days of receipt and work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.

Stage Three – Departmental Director

If you still remain dissatisfied and wish to further escalate your complaint, you may then write to the Director at the following address:

Ray Charles

20-22 Wenlock Road




Tel: 01582 363 260

The Director will acknowledge your complaint within three working days and will undertake a full review of your complaint, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days from receipt of your letter, the Departmental Director will detail their findings and recommendations in a written response to confirm our ‘viewpoint’ on the matter.

Stage Four – Shareholders/Departmental Directors Review

If you are still not satisfied with the ‘viewpoint’ in stage 3 then all staff, shareholders and the Directors will hold a formal meeting, consider the facts and issue a ‘final viewpoint’.

Stage Five – The Property Redress Scheme

After you have received our final viewpoint letter, if you are not satisfied with the proposed

resolution, you may approach The Property Redress Scheme. Details of how to do this can be found at

Please note that if you do wish to contact The PRS, you must do so within six months of the date of the final viewpoint letter. It is also important to note that The Property Redress Scheme will not consider your complaint until our internal complaint’s procedure has been exhausted.

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