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Complaints Procedure

Harper & Woods prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Making a complaint

Information for Customers

Harper & Woods is a member of Property Redress Scheme (PRS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One – Speak to the Manager

All complaints should, in the first instance, be directed verbally to the Manager of the Harper & Woods department you have been dealing with. He or she will acknowledge the complaint within five working days of receipt and will endeavour to resolve your complaint immediately, no later than fifteen working days of the first notification.

Stage Two – Write to the Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Director responsible for the department in question. You must write to them within one month of receiving the Office response. The Office manager can supply you with the details of the appropriate person. Your complaint will be acknowledged within five working days of receipt and a full and thorough investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. Following a Director’s investigation, a written statement expressing Harper & Woods’ final view.

Stage Three – Property Redress Scheme

After you have received a response from the Director, you may approach the Property Redress Scheme if you are not satisfied with the response given. Details of how to do this are as follows, visit Property Redress Scheme online at https://www.theprs.co.uk/ Please note that you must do so within 12 months of the date of the final letter. Property Redress Scheme will not consider your complaint until our internal complaints process has been completed. The postal address for PRS is: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. The contact number is 0333 321 9418.

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