Complaints Procedure

Portfolio Sales Consultancy Ltd (company number 16090157) aims to deal with every client fairly and professionally. If you are unhappy with our service, please tell us so that we can put things right. This procedure explains how to make a complaint, what will happen and when, and what you can do if you are not satisfied with our response.

Who Can Complain

This procedure applies to complaints about our services from clients and from anyone else affected by them.

How to Make a Complaint

Please contact us in whichever way suits you:

• Email: contact@portfoliosalesconsultancy.co.uk, with “Complaint” in the subject line
• Telephone: 01952 433 399
• Post: Portfolio Sales Consultancy Ltd, Market Chambers, 2b Market Place, Shifnal, Shropshire TF11 9AZ

It helps if you include your name and contact details, what went wrong, and what you would like us to do to put it right.

What Happens Next

1. We log your complaint on the day we receive it and give it a reference number.
2. We acknowledge it in writing within 3 business days, quoting your reference number and explaining how your complaint will be handled.
3. Our Complaints Officer investigates. Complaints are handled by our Complaints Officer, a director of the company, who reviews the relevant documents, speaks with the people involved and decides whether there has been a failure in our service.
4. We send you a full written response within 15 business days of receiving your complaint. If we need more time, we will tell you and give you a new date, which will never be more than 30 business days from when we received your complaint.

Our written response will include a summary of your complaint, our findings, any action we have taken to put things right and, where appropriate, any offer of compensation. It will also explain your right to refer the complaint to the Property Redress Scheme and give you the scheme’s contact details.

No complaint is left without an outcome for more than 8 weeks. Once you accept our response, we will close your complaint.

If Your Complaint Is About Our Complaints Officer

A complaint about our Complaints Officer will not be investigated by the person it concerns. We will acknowledge it within 3 business days in the usual way, let you know that it concerns the Complaints Officer, and ask the Property Redress Scheme for guidance on arranging an independent review. Your complaint stays open throughout, and your right to go to the Property Redress Scheme is not delayed.

If You Are Not Satisfied: the Property Redress Scheme

If you remain unhappy, you can refer your complaint to the Property Redress Scheme. The scheme will normally consider a complaint once you have followed our complaints procedure and allowed us up to 8 weeks from your written complaint to resolve it. The scheme also expects your last communication with us about the complaint to be within the previous 12 months.

If the scheme accepts your complaint, it will ask us for our response and evidence, may propose an early resolution, and can make a decision. We will co-operate fully and comply with any decision within 10 working days.

Records

We keep a record of every complaint, our investigation and our response for at least 5 years, including any correspondence with the Property Redress Scheme. We use complaints to improve our service. Our Privacy Policy explains how we handle your personal information.