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Heart & Home Property Professionals are committed to providing a professional service to all our clients and customers alike.  If something goes wrong, we need you to tell us about it.  This will help us to improve our business standards moving forward.

 

If you have a complaint, please write to us by letter or e-mail, including as much detail as possible.  We will then respond in line with the time frames 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).

 

What will happen next?

 

We will send you a letter or e-mail to acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy or an e-mail link of this procedure.

We will then investigate your complaint. This will be dealt with by a Director who will review the situation. A formal letter or e-mail outcome of the investigation will be sent to you within 15 working days of sending the acknowledgement letter or e-mail.

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 by another senior member of staff.

We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:

 

The Property Redress Scheme, 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH - complaints@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 or e-mail, including any evidence to support your case.

 

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.