Complaints Procedure

We work hard to provide the best service we can to our clients but do understand that things can sometimes go wrong and if they have, we’d like to hear about it!

We want to understand what has gone wrong and if we can, find a solution as quickly and effectively as possible.

If you have any concerns or complaints about our services, please contact us using the contact information provided below. We will handle your complaint with the utmost care and attention.

Call us on 020 8342 9444

Send us an email to complaints@philipalexander.net

Write to us at: Complaints, PhilipAlexander, 52 High Street, Hornsey, London N8 7NX

When submitting your complaint, please provide as much detail as possible, including the nature of the complaint, the names of any individuals involved, and any supporting documentation you may have. This will help us to investigate the matter thoroughly and provide you with a prompt and satisfactory resolution.

We aim to acknowledge all complaints within 2 working days of receipt and provide a full response within 10 working days. If we need more time to investigate your complaint, we will keep you informed of our progress and provide you with regular updates.

As members of the Property Redress Scheme (PRS), we are committed to resolving any complaints in a fair and transparent manner. The PRS is an independent redress scheme that provides consumers with a free and impartial means of resolving disputes with estate agents should a satisfactory outcome not be reached directly.

Property Redress Scheme
Telephone: 0333 321 9418
www.theprs.co.uk

If you feel your complaint has not been satisfactorily dealt with by ourselves and the Property Redress Scheme, you can send your complaint to Propertymark.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

Once in receipt of the PRS review you have 6 months in which to refer your complaint to Propertymark.

Propertymark
Tel: 01926 496 791
www.propertymark.co.uk/professional-standards/complaints.html

We take all feedback seriously and strive to improve our services to ensure that all our customers receive the best possible experience when working with us.