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
