At Simand Real Estate, we are committed to providing a high standard of service to all our clients. If you feel that something has gone wrong or you are dissatisfied with the service you have received, we welcome the opportunity to address your concerns and put things right.

This procedure outlines how you can make a complaint, how we will handle it, and what you can do if you are not satisfied with our response.

How to make a complaint

To make a complaint, please contact us in writing via email or post, including:

• Your name and contact details
• The property address (if applicable)
• A clear description of your complaint
• Any relevant documents
• The resolution you are seeking

We will acknowledge your complaint within 3 working days and aim to respond fully within 15 working days. If further time is required, we will keep you updated and respond within a maximum of 28 days.

If you remain dissatisfied, you may request a further internal review. We will issue a Final Viewpoint Letter confirming our position.

If your complaint is still unresolved after receiving our final response, or if 8 weeks have passed since your initial complaint, you may refer the matter to the Property Redress Scheme (PRS).

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Phone: 0333 321 9418
Email: complaints@theprs.co.uk
Website: www.theprs.co.uk

The PRS will only consider complaints that have first been raised with us. We retain complaint records for 6 years in line with our obligations.

Thank you for helping us improve our service.