Rent&Buy Complaints Procedure
At Rent and Buy London, we are committed to providing a professional and high-quality service to our clients. However, if you feel we have fallen short of these standards, we have a structured complaints procedure in place to address your concerns efficiently and fairly.
Step-by-Step Complaints Procedure
1. Initial Complaint:
If you have a complaint, please initially raise this with the member of staff you have been dealing with. They will try to resolve the issue immediately.
2. Formal Complaint:
If the issue is not resolved to your satisfaction, please put your complaint in writing.
Address your complaint to:
Rent and Buy Property Ltd
85 Great Portland Street,
London, England,
W1W 7LT
Email:
info@rentandbuy.london
3. Acknowledgment:
We will acknowledge receipt of your complaint within three working days of receiving it. This acknowledgment will include a copy of our complaints procedure.
4. Investigation:
Your complaint will be fully investigated by the office manager who will review your file and speak to the member of staff who dealt with you.
5. Response
We aim to provide a formal written response within 15 working days of sending the acknowledgment letter. This response will detail our findings and any actions we have taken or propose to take to resolve your complaint.
6. Further Steps:
If you are not satisfied with the response, please let us know. We will arrange for a separate review of your complaint by a senior member of staff. You will receive a final written viewpoint letter from us within 15 working days of your request for a further review.
7. Escalation to Redress Scheme:
If you are still not satisfied with our final viewpoint (or more than eight weeks have elapsed since the complaint was first made), you can request an independent review from the Property Redress Scheme without charge.
The Property Redress Scheme (PRS)
Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Phone: 0333 321 9418
Email: info@theprs.co.uk
You must refer your complaint to the Property Redress Scheme within 12 months of our final viewpoint letter.
Redress Scheme Membership: We are members of the Property Redress Scheme (PRS), providing an independent redress mechanism.
Contact Information
For any questions about these Terms, please contact us at
Rent and Buy Property Ltd
85 Great Portland Street,
London,
England, W1W 7LT
United Kingdom
Email: info@rentandbuy.london.
Complaints Submission Form
Please complete the form below to submit your complaint.
We will respond to you as soon as possible.
