Bird House Properties Ltd

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients

and customers. When something goes wrong, we need you to tell us

about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much

detail as possible. We will then respond in line with the timeframes

set out below (if you feel we have not sought to address your

complaints within eight weeks, you may be able to refer your

complaint to the PRS Property Redress Scheme to consider without

our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint

within three working days of receiving it, enclosing a copy of this

procedure.

• We will then investigate your complaint. This will normally be dealt

with by the office manager who will review your file and speak to

the member of staff who dealt with you. A formal written outcome

of our investigation will be sent to you within 15 working days of

sending the acknowledgement letter.

• If, at this stage, you are still not satisfied, you should contact us

again and we will arrange for a separate review to take place by a

senior member of staff.

• We will write to you within 15 working days of receiving your

request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact PRS Property Redress

Scheme to request an independent review:

PRS Property Redress Scheme Limited

Limelight

1st Floor, Studio 3

Elstree Way

Borehamwood

Hertfordshire

WD6 1JH

0333 321 9418

info@theprs.co.uk

Please note the following:

You will need to submit your complaint to the PRS Property Redress

Scheme within 12 months of receiving our final viewpoint letter,

including any evidence to support your case.

The PRS Property Redress Scheme requires that all complaints are

addressed through this in-house complaint’s procedure, before being

submitted for an independent review.