Our Complaints Procedure
As a member of The Property Redress Scheme, we aim to provide the highest standard of service to all customers and clients. To assist with our membership of PRS we have a process for assessing complaints about our service, appropriate to our firm’s size and structure.
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Once a formal complaint as such has been raised, i.e. “I am not satisfied with the standard of your work/conduct/behaviour etc. and I wish to make a formal complaint”, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents i.e. terms of business and send it to Lease Wise Consulting Ltd.’s registered address below.
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Lease Wise Consulting Ltd.,
30 Connaught Crescent,
Brookwood,
Woking,
Surrey,
GU24 0AN
or via email to enquiries@leasewiseconsulting.co.uk
The grievance letter will be acknowledged within three working days and a reply sent to you within ten working days of receipt of the original letter. You will be invited to make any comments that you may have in relation to this response within five working days.
If you make further representations, we will respond with our final position within five working days. Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to the PRS Scheme who will arrange for your complaint to be assessed by an Independent Case Examiner in line with their criteria and procedures.
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The Property Redress
Scheme Premiere House,
1st Floor, Elstree Way,
Borehamwood,
WD6 1JH
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As we are a member of the PRS, you agree that we may disclose any pertinent information relating to your property. If you have registered a complaint, you further agree that we may disclose your contact details to PRS to assist in their monitoring of our ongoing compliance.
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We will endeavour to respond to you within the time periods stated but circumstances may arise when it is not possible for us to complete our enquiries within these time limits. This may arise when staff or other persons are unavailable due to illness or are absent on leave. In these circumstances we will advise you of the position and do everything reasonably possible to expedite the matter.
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You will need to submit any complaint to The Property Redress Scheme within 6 months of receiving our final viewpoint letter, including any evidence to support your case.