COMPLAINTS PROCESS

Hampton-Heath is a member of the Property Redress Scheme and as such our aim is to provide the highest standards of service to all our customers. To ensure your interests are safeguarded we have a complaints process in place. The aim of the process is to resolve any issues or concerns as quickly as possible.

COMPLAINTS PROCESS

Stage 1 Relevant Member of Staff:

All complaints in the first instance should be directed to the member of staff whom you have been dealing. He or she will endeavour to resolve your complaint immediately and no later than 5 working days from the first notification.

Stage 2 Director:

If you remain dissatisfied, you may then further your complaint, which must be in writing to the Director. The relevant staff member can supply you with the details of the appropriate person. The Director will acknowledge your complaint within 3 working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage 3 Property Redress Scheme:

After a response from a Director, should you still be dissatisfied then you may refer the complaint to the PRS whose details are below. Please note that you must refer your complaint to the PRS within 6 months of receiving our Final View for the PRS to consider it. PRS, Premiere House, 1st Floor, Elstree Way, Borehamwood,WD6 1JH.