Complaints Procedure

Better Property Investment is committed to the highest standards of service and compliance. Each of our offices is bound by the Property Redress Scheme’s Code of Practice.

We understand that sometimes things can go wrong and if they do we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. 

We have a standard procedure for handling complaints which is as follows:

Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days. If we require more time we will contact you to explain, why more time is required and give you a timescale for a response.

If you feel the matter remains unresolved you should write to the Director at the relevant Better Property Investment office explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme at the following address:

Property Redress Scheme

Premiere House,

1st Floor,

Elstree Way,

Borehamwood,

WD6 1JH.

Tel No: 0333 321 9418 info@theprs.co.uk

Email: info@theprs.co.uk

Website: www.theprs.co.uk 

Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Property Redress Scheme in writing.

You will receive written confirmation from the Property Redress Scheme that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The complaint will be reviewed by the Property Redress Scheme’s office together with the response from the branch and a recommendation will be made to the Property Redress Scheme who will then make a final decision which is binding upon the branch in question.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.