Complaints Procedure

PIMS Property Ltd

We 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.

If you have a complaint, please put it in writing, including as much detail as possible
to:

Pims Property Ltd
Unit 6,
The Courtyards,
Victoria Road,
Leeds,
LS14 2LB

enquiries@pimsproperty.co.uk

We will then respond in line with the timeframes set out below (if you feel we have not
sought to address your complaint within eight weeks, you may be able to refer your
complaint to the Property Redress Scheme (PRS) 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
  office manager 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 the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we
  will arrange for a separate review.
• 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 remain dissatisfied, you can then contact The Property Redress Scheme (PRS)
to request an independent review:

By Post

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

By Phone

0113 320 6222
(9.00am to 5.30pm Monday-Friday)

By Email

enquiries@pimsproperty.co.uk

www.pimsproperty.co.uk

Please note the following:

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

The Property Redress Scheme (PRS) requires that all complaints are addressed
through this in-house complaint’s procedure in the first instance, before being
submitted for an independent review