We always strive to provide the highest level of service. From time to time however, things can go wrong and we are sorry if this is the case. Your view is important to us. Not only does it allow us to provide additional support and put things right where needed, but it is this feedback that helps us to improve our service going forwards.

Below are the steps to our internal complaint procedure.

STAGE1—YOUR COMPLAINT
Please put your complaint in writing either by letter or email to below contact details. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

One London, International House, 6 South Molton Street, London, W1K 5QF
E: info@one-london.uk

STAGE2—OUR ACKNOWLEDGEMENT-WITHIN 3 WORKING DAYS OF RECEIVING YOUR COMPALINT
Your complaint will be acknowledged and we will start our in house complaints process.

STAGE3—OUR INVESTIGATION – WITHIN 15 WORKING DAYS OF RECEIVING YOUR COMPLAINT
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

STAGE4—FINAL VIEWPOINT – WITHIN 15 DAYS OF RECEIVING YOUR REQUEST FOR A FURTHER REVIEW
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place. This will outline our final viewpoint on the matter.

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
T: 0333 321 9418 E: info@theprs.co.uk W: www.theprs.co.uk

Please note: You must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.