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 put it in writing, it will be helpful for you to summarise the specific complaints/concerns you have and follow this with as much detail on each one. This way we can be sure to review and respond to all of your concerns. 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 to consider without our final viewpoint on the matter).
Stage 1 – please contact Emma Burke, operations manager of Fine and Country at emma.burke@fineandcountry.com
What will happen next?
• We will acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure and a copy to the TPO Consumer Guide.
• We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. We may ask the associate who was responsible for this property to respond
Stage 2
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place. Please contact Sean Barrett, MD at Fine & Country at sean.barrett@fineandcountry.com
• Sean will write to you within 15 working days of receiving your request for a review and confirm our final viewpoint on the matter.
Stage 3
• If you are still not satisfied after the last stage of our internal complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge. 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH
• Telephone 0333 321 9418 Email info@theprs.co.uk. www.theprs.co.uk Please note the following: You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.