Complaints Procedure

How we manage our complaints.

Our goal is to provide the best possible service and to do everything we can ensure you are happy. If for any reason you feel as though we have not provided this standard of service and you wish to complain, the first step that we would be to get in contact via phone.

If, after speaking to us on the phone, you are still unhappy, you should set your complaint out in any email to

And/or by post to:

20-22 Wenlock Road
Hoxton, London
N1 7GU

In order for us to deal with your complaint effectively, we would ask that you provide the following forms of evidence;

- An outline of your complaint.

- What you would like us to do to resolve your complaint.

- The names of the people involved and any supporting documents.

On reciept of your complaint, we will investigate the issue(s) with your complaint and respond to you accordingly. 

Our complaint handling timescales are below:

- You will receive an acknowledgement email as receipt of your complaint within 3 working days.

- Within 10 working days of receiving the acknowledgement email, you will receive a full response.

- If we cannot resolve the matter in 10 working days, we will provide you with reasons as to why we could not meet these times scales and you will be provided with an estimated response time. 

- After our final written response, we may deem the complaint to be closed. If we deem the matter closed then we reserve the right to not enter into any further correspondence with you.

We are members of the Property Redress Scheme (PRS014940). If you remain unhappy with the response that you have received from us and have exhausted our internal complaints procedure, you can contact PRS to ask them to investigate your complaint further. In order to do this, you must have first carried out the following steps:

- Made an official complaint to us in writing.

- Waited at least 8 weeks to respond to your email.

- Not waiting more than 6 months from our last communication with us, in regards to the complaint.

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between members and their consumers. The complainant must have exhausted our internal complaints procedure and remain dissatisfied with our response, to take any further action. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:

T: 0333 321 9418

The Property Redress Scheme.
Premiere House, 1st Floor
Elstree Way, Borehamwood Hertfordshire, WD6 1JH

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