Complaints Procedure

Introduction

At Somerset Estates Property Management (“the Company”), we are committed to delivering first class service to our clients. However, if our service falls short of your expectations, we welcome the opportunity to address the issue and resolve it promptly. This document explains how you can raise a concern, how we will work to resolve it, and what further actions are available if you're not satisfied with the outcome.

We are a member of the Property Redress (PRS) and comply with its Code of Practice and complaints handling requirements.

How to Make a Complaint

If you wish to make a formal complaint, please do so in writing. This ensures clarity and helps us investigate thoroughly. Please provide:

• Your full name and contact details

• Your property address

• A clear description of the complaint

• Any relevant documents or communication history

• The resolution you are seeking

Please submit your complaint by one of the following two methods:

Email: info@somersetestates.com

Post: Somerset Estates Property Management Limited, 3 Orchard Place, Broadway, London, SW1H 0BF

Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Investigation and Response

A senior member of our management team, who is not directly involved in the matter, will investigate your complaint impartially.

We aim to issue a written response within 15 working days of acknowledgement. If we require more time (due to complexity or third-party involvement), we will inform you in writing and provide an updated timeframe.

Final Response

If you're not satisfied with our initial response, you may escalate your complaint internally for further review. We will provide our Final Viewpoint Letter at the conclusion of this process.

Property Redress (PRS)

If you remain dissatisfied once our internal process is complete, or if 8 weeks have passed since we acknowledged your complaint and you have not received a final response, you may refer your complaint to:

Property Redress (PRS) Website: Complain Now

Email: complaints@theprs.co.uk

Telephone: 0333 321 9418

You must refer your complaint to PRS within 12 months of our final response.

Record Keeping

We maintain a record of all complaints for a minimum of 6 years, in compliance with PRS requirements and industry best practices.

Propertymark

Somerset Estates are members of Propertymark, the leading professional body for the property sector. Propertymark investigates complaints against its members where there is evidence of a breach of its Conduct and Membership Rules, which may result in a disciplinary hearing.

In some cases, complaints can be resolved without the need for a hearing, and you will be notified of the outcome in writing. If there is sufficient evidence to proceed, the matter will be referred to a disciplinary hearing before an independent tribunal panel.

If you remain dissatisfied once our internal process is complete, you may refer your complaint to:

Propertymark Website: propertymark.co.uk/professional-standards/complaints

Email: complaints@propertymark.co.uk

Telephone: 0192 6496 791