Complaint Policy
At Constant Properties, we are committed to providing excellent service to all our clients, landlords, and partners. However, we understand that occasionally things may not go as expected. We take all complaints seriously and aim to resolve them quickly, fairly, and efficiently.
This policy explains how you can make a complaint and how we will handle it.
1. How to Make a Complaint
If you're unhappy with any aspect of our service, please let us know as soon as possible. You can make a complaint by:
Email: info@constantproperties.co.uk
Phone: 07380524353
Post: 85 Great Portland Street, First Floor, London, W1W 7LT
To help us resolve the issue quickly, please provide the following information:
- Your name and contact details
- A description of the issue
- Relevant dates or times
- Any supporting documents or evidence
2. Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it within [X] working days. We will confirm receipt of your complaint and provide an estimated timeline for resolution.
3. Investigating the Complaint
Our team will thoroughly investigate your complaint in a fair and impartial manner. This may involve reviewing relevant documents, speaking with involved parties, or gathering additional information.
We aim to resolve complaints as quickly as possible, usually within [X] working days. If the issue is more complex and requires additional time, we will keep you updated on the progress.
4. Our Response
Once we have fully investigated your complaint, we will provide you with a clear response, which will include:
- An explanation of what happened
- What actions have been taken to resolve the issue
- Any steps we are taking to prevent the issue from happening again
If you're not satisfied with our response, you can escalate the matter to the Property Redress Scheme, as described below.
5. Redress Scheme: Escalation Process
We are a member of the Property Redress Scheme, a government-approved organisation that helps resolve complaints between property professionals and their customers.
If you remain dissatisfied after going through our internal complaints process, you can escalate the matter to the Property Redress Scheme. The service is free of charge for you to use, and their team will review your complaint independently.
How to Make a Complaint to the Property Redress Scheme:
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Phone: 0333 321 9418
Post: The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood,
Hertfordshire, WD6 1JH
Please note that you must have exhausted our internal complaints process and still be dissatisfied with our response before contacting the Property Redress Scheme.
6. Confidentiality
We treat all complaints with the utmost confidentiality. Your privacy will be respected, and only those who need to know about the complaint will be involved in resolving it.
We value your feedback and are committed to addressing your concerns in a timely and fair manner. Thank you for helping us improve our service!
