- If you have a complaint regarding any part of the service provided to you by Philip Evans Estates, please let us know by sending a letter or
e-mail into the office. - A letter of acknowledgement will be sent confirming receipt of your complaint with 3 working days of receiving it.
- The file will then pass to our complaints officer, Bethan Evans, who will investigate the matter and review the information. If your complaint involves Bethan Evans, the file will be referred to an independent person who will follow the same procedure.
- Once all the information has been reviewed, we will reply sending a letter within 10 days of sending the letter of acknowledgement, which will hopefully clarify the matter and resolve the issue.
- If you are unhappy with the response, please contact the office in order to set up an appointment, which will occur at a mutually convenient time.
- Within 5 working days of any meeting taking place, we will write to confirm what was discussed and agreed.
- If you do not want a meeting or are unable to attend, please feel free to reply via letter setting out the issues you still dispute.
- At this stage, the file will be passed on to an independent person to review your complaint and the matters that have been discussed to this stage. They will then confirm in writing the final position and provide an explanation of our reasons, including any offer within 14 days of receiving your letter.
- If however, you are not satisfied with the outcome, please contact:
- The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH about your complaint.
- Any complaint to the Property Redress Scheme must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Property Redress Scheme on 03333 219418
- If there is any delay with any of the timescales above, we will inform you as soon as possible with an explanation and reviewed timescale.