In House Complaints Procedure

Our aim is to provide a first-class service and to do everything we can to ensure you are satisfied. If you are unhappy with the service we have provided and wish to complain, we ask that you first telephone the person who has been your contact and explain that you are dissatisfied with an aspect of the service you have received.

If you still remain unhappy with the way your complaint has been dealt with then we ask that you complain in writing to:

Tracey Spreadborough/ Rajan Jeyasingam, Partner,hampshire lettings company, 58a Normandy Street, Alton, Hampshire GU34 1DE

email: tracey@hampshirelettingscompany.com

To resolve your complaint, we would ask that you include the following information:

• An outline of your complaint and explain the concerns you have about the service received
• What you would like us to do to resolve it
• Any specific details that you feel would assist us with resolving your complaint. Including but not limited to:
  1. Name of staff member you have spoken to in connection with the complaint
  2. Time(s) and Date(s) of the incidence(s)
  3. Telephone Number(s) and or Address(es) you have used to contact us and any written correspondence in connection with your complaint
  4. Any other documentation in support of your complaint

Once received an acknowledgement of receipt with be received by yourself within 3 working days and a full response within 10 working days.

If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.

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

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint.

In order to take your complaint to The Property Redress Scheme you must first have carried out the following:

• Made an official complaint to us in writing
• You have waited 8 weeks from the date of your written complaint to us for a response
• It is still within one year from the last communication with you regarding this complaint

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member`s internal complaints procedure and remain dissatisfied with the Member`s response. 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:

Website: www.theprs.co.uk

Email: complaints@theprs.co.uk

By post at:

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