At Redstone, we are committed to providing the highest level of service. However, if something goes wrong, we want to hear from you so we can put things right. This procedure explains how you can raise a complaint and how it will be handled.
Stage 1 – Head of Property Management
If you are dissatisfied with any aspect of our service, please raise your complaint in writing to the Head of Property Management.
- We will acknowledge your complaint within 3 working days.
- A full written response will be provided within 15 working days.
- If we are unable to meet this timeframe, we will keep you updated and confirm when you can expect a full reply.
Stage 2 – Head of Lettings
If you remain unhappy after receiving the Stage 1 response, you may escalate your complaint in writing to the Head of Lettings.
- Your complaint will be reviewed independently.
- A written response will be sent within 15 working days of acknowledgement.
Stage 3 – Managing Director
If your complaint is still not resolved to your satisfaction, you may escalate it further to the Managing Director.
- The Managing Director will carry out a final internal review of your complaint.
- You will receive a final written response within 15 working days of acknowledgement.
This will be our final response through our internal complaints procedure.
Stage 4 – Property Redress Scheme (PRS)
If, after completing all three stages of our internal complaints process, you remain dissatisfied, you can refer your complaint to the Property Redress Scheme (PRS), which we are a member of.
- You must refer your complaint to PRS within 12 months of our final response.
- The PRS will carry out an independent review of your case.
Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: [email protected]
Tel: 0333 321 9418