Friday, November 8, 2024
Our aim at Property Redress is to provide a quality service, but we recognise that there may be situations where you feel we have not provided the quality of service expected, which you would like to bring to our attention.
Below, we have set out guidance on the types of service complaints we are able to consider and the complaints process.
If you feel that we have not acted in line with the terms of reference or conditions of resolution, or that our service has fallen short, please complete our service complaint form in full so that we can investigate. The service complaint must be made within six months of the event occurring.
If you are raising a new service complaint, please complete the form at the bottom of this page.
When filling out this form, please provide us with as much relevant detail as possible so that we can investigate all the points raised quickly and efficiently. If you have already raised these concerns, please wait five working days for a response before contacting us.
Once we have received your complaint, you will:
• receive a response from us within five working days
• if we are unable to reply to your concerns during these five working days because we need more time to investigate, you will receive our response within 15 working days
• if we are sure that we have provided a full response, we reserve the right to file all future communication but not respond
This service complaints procedure cannot be used to appeal against:
• a Property Redress decision to accept or decline a complaint about a scheme member
• a Property Redress proposed decision
• a Property Redress final decision
• a Property Redress decision to accept or decline a review request
You can share your feedback with the organisations that approve us:
Please note that MHCLG and NTSEAT cannot review or change any decisions we make, nor do they regulate us. Their role is to provide approval and engage in governance processes to ensure the conditions of that approval are being met. This includes performance monitoring to ensure we provide a high standard of service to consumers. Your feedback will help these organisations understand customers’ experience of our service and where our processes could be improved. However, you may not receive a response tailored to your specific case.
As we operate independently from government, they cannot become involved in individual complaints or alter the outcome of your case, nor will they direct us to take a particular action in regard to an individual case. This includes decisions about whether your complaint has been upheld, the type and amount of any award you have been offered, and any compliance action taken against property agents - for example, if they do not comply with our decisions.
If we have already told you that we cannot take your complaint any further, you may wish to seek independent legal advice.
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