Complaints Procedure

We are committed to providing a high standard of service to all our customers. However, if something goes wrong, we want to know about it so that we can put things right and improve our service. This document outlines how you can make a complaint and how it will be handled.

Stage 1 – Making a Complaint

If you are dissatisfied with any aspect of our service, please raise your complaint in the first instance with our office. You can contact us by post, email, or phone using the contact details above. Please provide your full name, address, contact details, and a clear description of your complaint, including any relevant documents.

We will acknowledge receipt of your complaint within 3 working days. Your complaint will be investigated by a senior member of our team who was not directly involved in the matter.

We aim to provide a formal written response within 15 working days of receiving your complaint. If more time is needed, we will keep you informed and explain the reason for the delay.

Stage 2 – Escalation to the Property Redress Scheme (PRS)

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since your initial complaint and it has not been resolved, you may refer your complaint to the Property Redress Scheme (PRS).

We are members of the PRS, an independent redress scheme approved by the government to resolve disputes between consumers and property agents.

You can contact the PRS as follows:

Property Redress Scheme (PRS)
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH

Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

Stage 3 – Record Keeping and Monitoring

All complaints received will be recorded and monitored to identify trends and areas for improvement. We review complaint outcomes regularly to ensure that our service continues to meet high standards of professionalism and fairness.

We aim to resolve all complaints quickly and efficiently. Our goal is to ensure transparency, fairness, and customer satisfaction in every interaction.

 

Company: We Will Offer (trading name of Pedmore Investments Ltd)

Registered Office: 61 Charlotte Street, St Paul’s Square, Birmingham, B3 1PX

Email: info@wewilloffer.com

Website: wewilloffer.com