Complaints Procedure

At Paran Property Services, we are committed to providing a professional service to all our clients and customers. This means that on the rare occasion that something does go wrong, we need you to tell us about it so we can ensure that we rectify it and make improvements where necessary.

  1. Please put your complaint in writing and send it to our email address or deliver it to our office.
  2. We will acknowledge the receipt of your complaint with a letter within 3 working days and enclose a copy of our Complaints procedure. Please contact us by telephone or email if for any reason this doesn’t happen in the relevant time frame.
  3. An office manager will investigate your complaint. They will review your file and speak with the relevant member/s of staff.
  4. The outcome of our investigation will be sent to you within 15 working days of acknowledging your complaint.
  5. If you are unsatisfied with the outcome of our investigation into your complaint, contact us again and we shall investigate a further review of the complaint by a different senior staff member and respond to you with the outcome within 15 working days of receiving your request for a review. This is the final step in the internal complaints process.
  6. If you are still not satisfied with the response following the review, or a period of over 8 weeks has elapsed since your original complaint, you can request an independent, external review from The Property Redress Scheme. The contact details are as follows:

Property Redress Scheme

1st Floor

Premiere House

Elstree Way

Borehamwood

WD6 1JH

Telephone: 0333 321 9418

info@theprs.co.uk

www.theprs.co.uk

  • Please note that you will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final review letter, and include any evidence to support your case. The PRS also requires that you have completely exhausted the internal Complaints procedure before submitting a request to them for an independent review.