Complaints Procedure
At Swakeleys Estates, our business is built on trust, results and long-term relationships. We pride ourselves on delivering a high level of service and communication to every client. If at any point you feel we have fallen short, please let us know so we can resolve matters quickly and professionally.
1. Stage One. Initial Complaint:
Please submit your complaint in writing, including full details and how you would like the matter resolved. We will acknowledge within 3 working days and provide a full response within 15 working days.
2. Stage Two. Director Review:
If you remain dissatisfied, your complaint will be escalated to a director for an independent review. A final written response will be issued within 15 working days.
3. Stage Three. Independent Redress:
If your complaint remains unresolved after 8 weeks, you may refer it to the Property Redress Scheme (PRS), which offers a free and independent dispute resolution service.
4. Our Commitment:
Making a complaint will not affect your relationship with us. We view all feedback as an opportunity to improve and maintain the high standards our clients expect.
5. Property Redress Scheme Membership:
Swakeleys Estates is a member of the Property Redress Scheme. If you have exhausted our internal procedure and remain unsatisfied, you may refer your complaint to the scheme using the membership details below.
Membership No: PRS043922
Visit propertyredress.co.uk for the scheme's full terms and to raise an unresolved complaint.
6. How To Contact Us:
Swakeleys Estates, 2-4 High Road, Ickenham, Uxbridge UB10 8LJ.
Tel: 01895 470186
Email: info@swakeleysestates.co.uk