COMPLAINTS PROCEDURE KT Estate Agents are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it - this will help us to improve our standards and our customer experience. If you have a complaint, please put it in writing to us including as much detail as possible. We will then respond within the timeframes that are set out below (if you feel we have not sought to address your complaints within eight weeks, you are advised to refer your complaint to The Property Redress Scheme to consider their final viewpoint on the matter). What will happen next? • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of our procedure. • We will then investigate your complaint. This will normally be dealt with by the office manager or principal of the firm who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending our initial acknowledgment letter. • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place. • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. • If you are still not satisfied after the final stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was made) you can request an independent review from The Property Ombudsman without charge. KT Estate Agents are members of the Property Redress Scheme Contact details are as follows: • By Phone 0333 321 9418 (9.00am to 5.30pm Monday - Friday) • By Email info@theprs.co.uk • By Post Property Redress Scheme Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The property ombudsman requires that all complaints are addressed through the in-house complaints procedure before being submitted for an independent review.
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