Stage One – Manager
Complaints should, in the first instance, be directed to a manager of the branch. They will acknowledge your complaint in writing within 3 working days (excluding weekends and public holidays) of receipt, in line with this procedure and then endeavor to liaise with you to resolve your complaint as quickly as possible, but no later than 15 working days from our letter of acknowledgement.
Stage Two – Director
If, after your response from the Manager you remain dissatisfied, you may address your concerns, in writing, to the Director. Once received your letter will be acknowledged within 3 working days, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If a longer timeframe is required you will be notified in writing with an explanation and indication of timescale.
The address to write to is:
F.A.O.
Mr G.Duncan
GD3 Property Ltd
52 Osborne Road
Southsea
PO5 3LU
Or email: greg@gd3.co.uk
Stage Three – The Property Redress Scheme
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch or 8 weeks has elapsed since the complaint was first made, you may approach the Property Redress Scheme without charge.
Details of how to contact the Property Redress Scheme will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.theprs.co.uk. Full contact information for The Property Redress Scheme is as follows:
The Property Redress Scheme
1st Floor
Premiere House
Elstree Way
Borehamwood
WD6 1JH
For your information:
You must make your complaint to the Property Redress Scheme within 12 months of the date of our final viewpoint letter.
The Property Redress Scheme will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.