We understand that sometimes things can go wrong. Premier Red Propertys’ 3 stage complaints procedure has been structured to ensure that any concerns are dealt with promptly and efficiently.
Stage One – Initial inquiry
In the first instance you try to resolve the situation with the member of our team you have been dealing with.
If the matter is not resolved please go on to Stage 2.
Stage Two – Formally send us your complaint
If you are still unsatisfied with the resolution you may refer it to our complaints department. We request that you send a written letter of your complaint, within 30 days after the complaint has been raised.
FAO: Complaints Department
Premier Red Property
15 Sunnycroft Road
Hounslow
TW3 4DS
We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days, explaining the outcome of your investigation.
If the matter is not resolved please go on to Stage 3.
Stage Three – The Property Redress Scheme
After you have received a response from us and if you are not satisfied with the proposed resolution, you may approach The Property Redress Scheme (PRS). For further information, please visit www.theprs.co.uk
Please note that if you do wish to contact The Property Redress Scheme (PRS), you must do so within 12 months of the date of our final viewpoint letter. It is also important to note that The Property Redress Scheme (PRS) will not consider your complaint until our internal complaint handling procedure is carried out.
