At Ellis West, we are committed to providing excellent service and ensuring that all of our clients, tenants, and landlords are satisfied with the services we offer. However, we understand that issues may occasionally arise. This Complaints Policy outlines the process for addressing and resolving complaints.
If you are dissatisfied with any aspect of our service, we encourage you to first contact the relevant team member directly. We will make every effort to resolve the issue quickly and amicably. You can reach us by phone, email, or in writing. We aim to resolve any concerns within 5 working days.
If the issue is not resolved to your satisfaction informally, you can submit a formal complaint. Please provide clear details of your concern, including the nature of the complaint, relevant dates, and any actions you would like us to take. You can submit your formal complaint via email to:
Complaints Team
Ellis West
contact@elliswest.co.uk
We will acknowledge your complaint within 3 working days and aim to resolve it within 10 working days. If we are unable to resolve your complaint within this timeframe, we will inform you of the delay and provide an updated resolution timeline.
If you are not satisfied with the outcome of your complaint after following the steps above, you have the right to escalate your complaint to the Property Redress Scheme (PRS). The PRS is an independent body that helps resolve disputes between tenants, landlords, and letting agents.
To escalate a complaint to the PRS, you must do so within 12 months of the date of the complaint. The PRS will assess the case and work to find an impartial resolution.
For more information on the PRS or to submit a complaint, please visit their website.
We take all complaints seriously and are committed to resolving issues efficiently and fairly. Your feedback helps us improve our services, and we appreciate you taking the time to communicate any concerns.
If you have any questions about this process, please feel free to contact us.