At House of Properties Intl Ltd, we aim to provide a professional, responsive and transparent service. If something has gone wrong, we want to understand your concerns, investigate them fairly and put matters right wherever we can.
This procedure explains how to raise a complaint, what we will do, and how to escalate the matter if you remain dissatisfied.
1. How to make a complaint
You can make a complaint by email, telephone or in writing.
Email: admin@house-of-properties.co.uk
Telephone: 07547 834 821
Post: House of Properties Intl Ltd, Eagle Court, 9 Vine Street, Uxbridge, England, UB8 1QE.
Please include:
- Your full name and contact details.
- The property address, where relevant.
- A clear description of what happened and when.
- Any relevant emails, messages, documents or other evidence.
- The outcome you are seeking, where known.
You may raise a concern informally in the first instance. If the matter cannot be resolved promptly or you would like a formal investigation, please state that you wish to make a formal complaint.
Making a complaint will not affect your right to receive a fair and professional service.
2. Stage One - Initial investigation
We will acknowledge a written complaint within five working days of receiving it.
We will record the complaint, review the relevant information and, where appropriate, speak to the people involved. We may contact you if we need clarification or further evidence.
We aim to provide a written outcome within 15 working days of receiving your complaint. If the matter is complex and more time is reasonably required, we will explain the reason for the delay and tell you when you can expect a substantive response.
Our response will explain:
- The matters investigated.
- Our understanding of the relevant facts.
- Our findings and reasons.
- Any action we propose to take, or the reasons we are unable to agree to your requested outcome.
- How to request a further review if you remain dissatisfied.
Where we identify an error or shortcoming, we will consider an appropriate remedy. This may include an explanation, an apology, corrective action or another reasonable resolution, depending on the circumstances.
3. Stage Two - Review of the outcome
If you are dissatisfied with the Stage One outcome, please reply in writing explaining which aspects you disagree with and what you would like us to reconsider.
Where practicable, a director or senior person who was not directly involved in the original matter will review the complaint and the handling of the investigation.
We will acknowledge your request for review within five working days and aim to provide our written final response within 15 working days of receiving it. If additional time is genuinely required, we will explain why and provide an expected response date.
Our final response will set out our conclusions, the reasons for them and any action we will take.
4. Independent redress - Property Redress Scheme
If we have issued our final response and you remain dissatisfied, you may be able to refer your complaint to the independent Property Redress Scheme (PRS), of which HOP is a member.
You can find information about the scheme and how to make a complaint at:
https://www.propertyredress.co.uk/consumers
The PRS will determine whether your complaint falls within its rules and jurisdiction. It will generally expect you to have given us the opportunity to resolve the matter, normally allowing up to eight weeks from your original complaint unless the scheme's rules permit earlier referral. The scheme's own time limits and conditions apply.
5. Data protection complaints
If your concern relates specifically to how HOP has collected, used, stored or disclosed your personal information, please contact us at admin@house-of-properties.co.uk and describe your concern.
We will investigate the matter and respond in accordance with our data protection obligations.
If you remain dissatisfied, you can raise a concern with the Information Commissioner's Office (ICO). Information about how to do so is available at:
https://ico.org.uk/make-a-complaint/
ICO telephone helpline: 0303 123 1113.
You do not lose any statutory rights by using HOP's internal complaints process.
6. Fair and confidential handling
We will handle complaints respectfully, consider the available evidence impartially and limit access to complaint information to those who reasonably need it to investigate and resolve the matter.
We will retain appropriate records of complaints, the investigations undertaken, our responses and any agreed corrective action, in accordance with our record-retention and data protection obligations.
7. Review of this procedure
HOP may review this procedure from time to time to reflect changes in the law, applicable codes of practice or our services. The version published on our website will be the current version for general guidance. The procedure does not limit any rights available under applicable law.