If you have not been satisfied with the service received, we ask that you first telephone and explain that you are dissatisfied with an aspect of the service you have received.

If you remain unhappy then you should set out your complaint via email to:
[email protected]

And/or by post at:
Five Point Living 10 Milton Court, Ravenshead, Nottinghamshire, NG15 9BD

To resolve your complaint, we would ask that you include the following information and evidence, if applicable:

• An outline of your complaint explaining why you feel that we have fallen short of our service to you.
• What you would like us to do to resolve the issue
• The names of the people involved and any supporting documents.

On receipt of a complaint, we will investigate the issue(s) you have raised and respond to you with the following timescales:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within five working days of receipt of your complaint.
• Within 10 working days of the acknowledgement of receipt, you will receive a full response.
• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received
• After our final written response, we may deem the complaint closed. Once we deem the matter closed then we reserve the right not to enter into any further correspondence.

We are members of the Property Redress Scheme Membership No PRS034778 If you remain unhappy with the response received and have exhausted our complaints procedure, you can contact the Property Redress Scheme to request an investigation into your complaint. To take your complaint to The Property Redress Scheme you must first have carried out the following:

• Made an official complaint to us, in writing.
• Waited at least 8 weeks for us to respond to your complaint.
• Not waited more than 6 months from our last communication with you, regarding this complaint.

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between members and their consumers. The complainant must have exhausted our internal complaints procedure and remain dissatisfied with our response, to take any further action. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

To make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:

W: www.theprs.co.uk
E: [email protected]
T: 0333 321 9418

Post:
The Property Redress Scheme.
Premiere House, 1st Floor
Elstree Way, Borehamwood Hertfordshire, WD6 1JH