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Complaints Procedure
1. How to Make a Complaint
If you have a complaint, please contact us by one of the following methods:
Email: info@hillsonresidential.co.uk
Phone: 01733 855 283
Please provide as much detail as possible, including your contact information and any relevant documentation.
2. Acknowledgment
We will acknowledge receipt of your complaint within 3 working days. At this stage, we will provide you with the name of the person handling your complaint and the expected timeframe for a response.
3. Investigation and Resolution
Your complaint will be investigated by a senior member of our team, either Dave Hillson or Gemma Hillson. We aim to resolve complaints within 7 working days. If this is not possible, we will inform you of the delay and provide a revised timeframe.
4. Escalation
If you are not satisfied with our initial response, you may request a further review. This review will be conducted by the other team member not involved in the original investigation to ensure impartiality.
We aim to complete this review within 10 working days. A final written response will be provided to you, detailing the outcome of the investigation and any steps taken to resolve the issue.
5. Redress Scheme
If you remain dissatisfied with our response, you can refer your complaint to the Property Redress Scheme (PRS). The PRS is an independent organization that provides an impartial dispute resolution service.
You can contact the PRS as follows:
Website: https://www.theprs.co.uk/
6. Record Keeping
We keep records of all complaints and their outcomes for 6 years. This helps us monitor and improve our services.
7. Continuous Improvement
We review our complaints procedure regularly to ensure that it remains effective and in line with best practices.
