Complaints Procedure

At Premier Property Services (Northants) Ltd, we are committed to providing the highest possible standard of service to all our landlords, tenants, contractors and customers.

We aim to deliver a professional, efficient and fair service at all times. However, if you feel that we have fallen short of your expectations, we want to hear from you so that we can investigate the matter and work towards a resolution.

We take complaints seriously and will always aim to deal with them fairly, professionally and as quickly as possible.

How to Make a Complaint

If you wish to make a complaint, please contact us in writing wherever possible, even if the matter was initially raised verbally by telephone or in person.

Providing your complaint in writing helps us fully understand the issue and ensures we maintain a clear record of the matter.

Please include:

• Your full name and contact details
• The property address (if relevant)
• Details of your complaint
• Any supporting documents or evidence
• What outcome or resolution you would like us to consider

What Happens Next?

We will acknowledge receipt of your complaint within 5 working days.

Your complaint will then be reviewed and investigated by the appropriate member of our team.

We aim to provide a full written response within 15 working days of receiving your complaint.

If additional time is needed to investigate the matter fully, we will keep you informed and provide updates regarding progress.

Our goal is always to resolve complaints fairly, transparently and as quickly as possible.

If You Are Not Satisfied With the Outcome

If we are unable to resolve your complaint to your satisfaction, or if more than 8 weeks have passed since your complaint was first raised, you may refer the matter to an independent redress scheme.

Premier Property Services (Northants) Ltd is a member of the Property Redress Scheme (PRS).

Alternative Dispute Resolution

If you remain dissatisfied after receiving our final written response, or 8 weeks have passed since your complaint was first made, you may refer your complaint to:

Please note that complaints must first be raised directly with Premier Property Services (Northants) Ltd, and we must be given the opportunity to investigate and attempt to resolve the matter before the complaint can be escalated to the PRS.

Our Commitment to You

We value feedback and view complaints as an opportunity to improve our service.

We are committed to:

• Treating complaints fairly and professionally
• Investigating concerns thoroughly
• Keeping you informed throughout the process
• Resolving matters as quickly as possible
• Learning from feedback to improve our services

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