Primrose & Heath Property

Complaints Policy

Primrose & Heath Let's Ltd t/a Primrose & Heath Property

Policy Statement

Primrose & Heath Property is committed to providing a professional and high-quality service to all our clients and customers. However, we recognise that there may be occasions when a client, tenant, landlord, buyer, seller or member of the public feels dissatisfied with the service they have received.

This Complaints Policy explains how complaints can be made and how they will be handled.

Stage 1 – Informal Resolution

If you are unhappy with any aspect of our service, please raise the matter with us as soon as possible so that we have the opportunity to resolve the issue quickly and informally.

Complaints can be made by:

Email: hello@primroseandheath.com

Telephone: 01752 921700

Post:
Primrose & Heath Property
86 Bodmin Road
Plymouth
PL5 4EA

We aim to acknowledge concerns within 3 working days.

Stage 2 – Formal Complaint

If the matter cannot be resolved informally, a formal complaint should be submitted in writing.

Please include:

• Your full name
• Contact details
• Property address (if applicable)
• Details of the complaint
• Any supporting documents
• The outcome you are seeking

We will:

• Acknowledge your complaint within 3 working days.
• Investigate the complaint fully.
• Provide a written response within 15 working days.

If we require additional time, we will explain the reasons and provide an updated timescale.

Stage 3 – Final Review

If you remain dissatisfied following our formal response, you may request a final review by the Managing Director.

The Managing Director will review all information and provide a final written response within 15 working days.

Property Redress Scheme (PRS)

Primrose & Heath Property is a member of the Property Redress Scheme (PRS).

If you remain dissatisfied after receiving our final response, or eight weeks have passed since the complaint was first raised, you may refer your complaint to the Property Redress Scheme.

Property Redress Scheme

Website: www.theprs.co.uk

Telephone: 0333 321 9418

Email: complaints@theprs.co.uk

What Is Not Covered

The following are generally not considered complaints under this policy:

• Complaints about matters outside our control.
• Complaints relating to another organisation.
• Anonymous complaints where insufficient information is provided.
• Complaints already considered and closed unless new evidence is presented.

Confidentiality

All complaints will be treated confidentially and handled in accordance with our Privacy Policy and applicable data protection legislation.

Record Keeping

We maintain records of all complaints received, investigations undertaken and outcomes reached.

Complaint records will be retained in accordance with our data retention policies.

Continuous Improvement

Complaints are reviewed regularly to identify opportunities for service improvements and staff training.

Contact Information

Primrose & Heath Property

86 Bodmin Road
Plymouth
PL5 4EA

Telephone: 01752 921700

Email: hello@primroseandheath.com

Website: www.primroseandheath.com

Approved By:
Mark Higgins
Managing Director

Review Date: Annually

Version: 1.0