Regency Estate Group Ltd
We 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. This helps us investigate the matter and improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel that we have not addressed your complaint within eight weeks, you may be able to refer your complaint to our redress scheme, the Property Redress Scheme, without waiting for our final response.
What Will Happen Next?
- We will acknowledge receipt of your complaint in writing within three working days of receiving it and provide a copy of this complaints procedure.
- Your complaint will then be investigated. This will normally be handled by the Office Manager, who will review your file and speak with the member of staff involved.
- We will send you a formal written response outlining the outcome of our investigation within 15 working days of sending the acknowledgment.
- If you remain dissatisfied with the response, you may request a further review. The complaint will then be escalated and reviewed by a Company Director.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
- If you are still not satisfied after the final stage of our internal complaints procedure (or more than 8 weeks have passed since the complaint was first made), you may refer the matter to our redress scheme.
Please bring your complaint to the Property Redress Scheme within 12 months of our final response so they can consider the matter.
Independent Redress
If you remain dissatisfied, you can contact the Property Redress Scheme to request an independent review.
Property Redress Scheme
Premiere House
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Telephone: 0333 321 9418
Website: www.theprs.co.uk