Complaints Procedure

At Kingsbridge Estate Agents we are committed to providing a high standard of service to all our clients. However, if you feel that we have not met your expectations, we have a structured complaints procedure in place to ensure that your concerns are addressed fairly and efficiently.

Stage One: Internal Review

If you wish to make a complaint, we encourage you to do so in writing to ensure that we fully understand the nature of your grievance. If your complaint is initially made verbally, you may be asked to summarise it in writing and clarify the resolution you seek.

Our designated Complaints Handling Office is Andy Wood and the contact information is as follow;

Andy Wood
[email protected]
01548 856685
107 Fore Street, Kingsbridge, TQ7 1AB

Upon receipt of your written complaint, we will review your file and consult with the staff member(s) involved. Within 7 days, we will acknowledge your complaint in writing and outline our understanding of the situation. You will have the opportunity to provide any further clarification or additional information regarding your complaint.

Within 21 days of receiving your written complaint, our designated Complaints Handling Officer will complete the investigation and formally respond to you in writing with our findings. This response will detail any actions taken to resolve the issue.

Stage Two: Independent Review by The Property Redress Scheme (PRS)

If you are not satisfied with our final response, you may escalate your complaint to The Property Redress Scheme (PRS) for an independent review. This service is free for consumers and is specifically designed to handle estate agency-related complaints.

A complaint to the Property Redress Scheme must be made within 12 months of receiving our final in-house decision and should include any supporting evidence. The PRS requires that all complaints are addressed through our internal complaints procedure before they will consider an independent review.

For further information, please contact The Property Redress Scheme at:

Website: www.theprs.co.uk
Email: [email protected]
Telephone: 0208 275 7131
Address: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

We are committed to resolving complaints in a professional and timely manner. If you have any concerns, please do not hesitate to contact us.