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.
Step 1 - Contact us directly
In the first instance, please raise your complaint with the member of staff you have been dealing with. If you would prefer to put your complaint in writing, please contact us at:
Haystack Property
The Sheepcote, Monks Orchard Farm, Lumber Lane, Lugwardine HR1 4AG
Email: becky.howl@haystackproperty.co.uk
We will acknowledge receipt of your complaint within 3 working days of receiving it.
Step 2 - Formal written response
If we are unable to resolve your complaint informally, please submit a formal written complaint to our complaints handler at the address above. We will provide a full written response within 15 working days of receiving your written complaint.
In cases where further investigation is required, we may take up to 8 weeks in total from the date you first raised your complaint to issue our final response. If you have not received a satisfactory response within 8 weeks, you are entitled to escalate your complaint to the Property Redress Scheme.
Step 3 - The Property Redress Scheme
If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first raised your complaint without resolution, you may refer your complaint to the Property Redress Scheme (PRS):
Property Redress Scheme
Premiere House, 1st Floor, Elstree Way
Borehamwood, Hertfordshire, WD6 1JH
Tel: 0333 321 9418
Website: www.theprs.co.uk
Please note that you must refer your complaint to the Property Redress Scheme within 12 months of the last communication relating to the matter being complained about. The PRS will not investigate complaints that have not first been through our internal complaints procedure.
The PRS operates a three-stage process: early resolution, negotiated settlement, and formal independent decision. Raising a complaint with the PRS is free of charge to consumers. Any decision made by the PRS is binding on us as a member.
Important information
We are registered with the Property Redress Scheme, a government-approved redress scheme.
Using our complaints procedure does not affect your legal rights.
A copy of our internal complaints process is available on request.
This complaints procedure applies to all residential sales and lettings services provided by Haystack Property.