Love Property Co (Solihull) Limited are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it to help us improve our standards.
If you have a complaint please put it in writing to include as much detail as possible. We will then respond in line with the timeframes 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 (PRS) to consider without our final viewpoint on the matter).
What will happen next?
- We will send you written acknowledgment that we have received your complaint within three working days and include a copy of our procedure.
- Your complaint will then be investigated and reviewed by a manager. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
- If you are not satisfied with the outcome and response, you should contact us again and we will arrange for a separate review to take place by a senior member of staff and reply within a further 15 working days.
- If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Property Redress Scheme without charge.
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH
Email: info@theprs.co.uk
Please note the following:
You will need to submit your complaint to The Redress Scheme within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through the in-house complaints procedure initially before being submitted for an independent review.