Complaints Procedure

In the first instance, please raise your concern with us directly. You can do this by:

• Email: [email protected]
• Phone: 07535 598 850
• In writing to our registered business address (available on request)

Please include your name, contact details, a clear description of your complaint and any relevant dates or reference numbers. This will help us investigate your complaint promptly.

We will acknowledge receipt of your complaint within 3 working days of receiving it. Our acknowledgement will confirm the name of the person handling your complaint and the expected timescale for our response.

We will investigate your complaint thoroughly and provide a full written response within 15 working days of receipt. In complex cases where more time is required, we will keep you informed of progress and provide an updated timescale.

Our response will set out our findings, any action we have taken or propose to take, and our final position on the complaint.

If you remain dissatisfied with our response, you may request an internal review by a senior member of the A Property PA team. Please submit your request for review within 28 days of receiving our initial response, explaining why you are not satisfied. We will provide a final viewpoint letter within 15 working days of receiving your review request.

If you remain dissatisfied after receiving our final viewpoint letter, or if 8 weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to The Property Redress Scheme (PRS) — an independent, government-approved redress scheme.

The PRS provides free, independent adjudication for consumers. You must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter.

The Property Redress Scheme
Website: www.theprs.co.uk
Email: [email protected]
Phone: 0333 321 9418

Please note that the PRS will generally require evidence that you have completed our internal complaints procedure before accepting a referral.

If your complaint relates to how we have handled your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113. We would, however, appreciate the opportunity to address your concerns directly before you contact the ICO.

We treat all complaints seriously and use feedback to improve our services. We will handle your complaint fairly, consistently and confidentially, and will not treat you less favourably as a result of raising a complaint.