Customer Complaints Procedure
We are committed to delivering the highest level of service. If something does go wrong, we aim to work swiftly and fairly to put it right. Letting us know about a problem allows us to work with you to understand what has happened and resolve it as quickly and professionally as possible.
How to Make a Complaint
The first step is to contact us and tell us what you are unhappy with. You can get in touch by phone, by post or by email:
Sylvester Properties, 5-7 Station Road, Stanley, County Durham, DH9 0JL
Phone: 01207 262 111
Email: becky@sylvesterproperties.co.uk
We will aim to resolve any issues straight away. If that is not possible, your concerns will be escalated to a manager who will investigate the matter.
What Happens Next
When we receive your complaint, we will:
- Send you a written acknowledgement within three working days, setting out who is responsible for investigating your concerns.
- Gather as much information as possible and liaise with the relevant team members to establish the facts.
- Send you a detailed written response within fifteen working days, explaining the outcome and asking whether the proposed resolution is satisfactory.
If we need more time to look into your complaint, we will write to you to explain the reason for the delay.
If You Are Not Satisfied
If you feel your complaint has not been fully resolved, please let us know. Your concerns will be acknowledged within three working days and reviewed by a senior member of staff. We aim to provide a final response within fifteen working days. If this is not possible, we will let you know when you can expect one and remind you of your right to refer the matter to a third party.
Confidentiality
All complaints are kept confidential and handled fairly. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Contacting Our Independent Redress Scheme
If you are not satisfied with our final response, you can contact our independent redress scheme. Independent redress schemes are free, impartial bodies set up to resolve disputes between consumers and businesses where matters have not been resolved internally. Their decisions are binding on both parties.
Independent redress schemes will only review complaints that have concluded with a final response from us, or if eight weeks have elapsed since the complaint was first made.
Our redress scheme is the Property Redress Scheme (PRS):
Membership number: PRS001534
Limelight, 1st Floor, Studio 3, Elsetree Way, Borehamwood, Hertfordshire, WD6 1JH
Phone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: www.propertyredress.co.uk
You must refer your complaint to the Property Redress Scheme within six months of our final response.
Contacting Propertymark
Propertymark is the leading professional body for the property sector. They investigate complaints against their members where there is evidence of a breach in their Conduct and Membership Rules, which can lead to a disciplinary hearing.
Phone: 01926 496 791
Email: complaints@propertymark.co.uk
Website: propertymark.co.uk/professional-standards/complaints
Insurance-Related Complaints
If your complaint relates to insurance, it will be handled separately under specific regulatory rules. Insurance-related complaints will be acknowledged within five working days. A final response will be issued within eight weeks. If we cannot respond fully within four weeks, we will provide an update.
If you remain unhappy following our final response, you may refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financialombudsman.org.uk
You must contact the Financial Ombudsman Service within six months of receiving our final response.
Sylvester Properties is registered in England and Wales under company number 09090977.
Registered Office: Office 3, 8 Fellside Road, Whickham, Newcastle Upon Tyne, NE16 4AL