Customer Relations
& Complaints

We are committed to providing a high standard of service. If something goes wrong, we want to know about it and will do our best to put things right.

Stage One – Initial Complaint
In the first instance, please raise your concerns with the member of staff at the office you have been dealing with. We will endeavour to resolve the matter promptly and informally wherever possible.

If the matter is not resolved to your satisfaction, you should submit your complaint in writing (by email or post) so that it can be formally reviewed.

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

Your complaint will be investigated in accordance with our internal procedures and we will issue a formal written response within ten (10) working days of acknowledgement. If we require more time, we will explain why and provide an estimated timeframe for our response.

Stage Two – Final Review
If you remain dissatisfied with our response, you may request a further review by writing to:

The Managing Director
Nash Property Management Limited
35 High Street
Tring
Hertfordshire
HP23 5AA

We will acknowledge your request within three (3) working days and will carry out a separate review of your complaint. We will issue a final written response within ten (10) working days of receiving your request for review.

Stage Three – Independent Redress
If you remain dissatisfied after receiving our final response, or if eight (8) weeks have elapsed since you first made your complaint, you may refer the matter to our independent redress scheme:

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

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

The complaint must be referred to the scheme within the time limits set by the Property Redress Scheme.

Nothing in this procedure affects your statutory rights.