Grant & Graham Estate Agents

Grant & Graham are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to let us know. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our 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 this procedure.

We will then investigate your complaint. This will normally be dealt with by the owner who will review your file. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:

Property Redress Scheme

Premiere House,

1st Floor,

Elstree Way,

Borehamwood,

WD6 1JH.

Tel: 0333 321 9418

Website: www.theprs.co.uk

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through our in-house complaints procedure before being submitted for an independent review

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