At Victoria Repton Ltd, we are committed to delivering a consistently high standard of service. If at any point you feel that we have fallen short of your expectations, we would appreciate the opportunity to put things right.
Should you wish to raise a concern or complaint, please do so in writing, including as much detail as possible. This helps us investigate effectively and continue to improve the quality of our service.
What happens next?
- We will acknowledge your complaint in writing within 3 working days of receipt and include a copy of this procedure.
- Your complaint will be reviewed by the office manager, who will examine the matter and speak with any team members involved.
- We aim to provide a formal written response within 15 working days of sending our acknowledgment.
Still not satisfied?
If you remain unhappy with the outcome, you may request a further review. This will be undertaken by a senior member of the team.
- We will provide a final written response within 15 working days of your request for a review.
Property Redress Scheme
Victoria Repton Ltd is a proud member of the Property Redress Scheme. If, after completing our in-house procedure, you are still dissatisfied, you may refer your complaint to:
Property Redress Scheme Premiere House, 1st Floor Elstree Way Borehamwood WD6 1JH T: 0333 321 9418 W: www.theprs.co.uk
Please note: You must refer your complaint to the Property Redress Scheme within 12 months of receiving our final written response. The PRS requires that all complaints are addressed via our internal procedure before escalating.