1. Our Commitment
60 Property Ltd is committed to providing a professional, transparent, and high-quality service always. We take complaints seriously and see them as an opportunity to improve our service. This procedure explains how you can raise a complaint and how we will handle it.
2. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible so we can try to resolve the issue promptly.
Complaints should be made in writing, either by email or letter:
Email: enquires@60property.co.uk
Post: 60 Property Ltd, 71-75 Shelton Street, London WC2H 9JQ
Please include:
- Your name and contact details
- The property address (if applicable)
- A clear description of the issue
- Any supporting information or documents
3. Acknowledgement of Your Complaint
We will acknowledge your complaint in writing within 5 working days of receipt.
4. Investigation and Response
- Your complaint will be investigated by the Director of 60 Property Ltd.
- We will provide a written response within 15 working days, explaining our findings and any proposed resolution.
- If the investigation is complex and requires more time, we will keep you informed and confirm when you can expect a full response.
5. Final Viewpoint Letter
If you remain dissatisfied after receiving our response, you may request a Final Viewpoint Letter.
This letter confirms our final position and explains your right to refer the matter to our redress scheme.
6. Independent Redress – Property Redress Scheme
If we cannot resolve your complaint to your satisfaction, you may refer the matter to the Property Redress Scheme (PRS), of which we are a member.
You must do this within 6 months of the event occurring and no sooner than 8 weeks after first raising your complaint with us.
The Property Redress Scheme
7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE
Website: www.propertyredress.co.uk
7. Record Keeping
We will keep a written record of all complaints and the actions taken for a minimum of six years, in line with regulatory requirements.
8. Accessibility
If you require this Complaints Procedure in an alternative format or need assistance submitting a complaint, please let us know and we will be happy to help.