City Properties is committed to providing a high-quality service. We hope that you will never have reason to complain about our service to you. However, if something does go wrong, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly. We will apologise if need be and do our best to offer a practical solution.
A preliminary point
The relationship with your agent is built on trust and openness. You should be able to talk to your agent frankly about all sorts of things so that some complaints (and these are likely to be minor issues) might lend themselves to be resolved between by a simple phone call with your agent.
How do I complain?
In the first instance, if you are unable to resolve the matter informally, we much prefer that substantial or complicated complaints are dealt with in writing – we do not have any set forms that we use for this purpose. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
Address to send your complaint is: City Properties, 36 Magdalen Road, Oxford, OX4 1RB.
Who do I complain to?
All complaints should be made to the agent who you dealt with or their manager so that they have a chance to put things right.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it.
- We will then investigate your complaint and write to you, within 14 days of sending you the acknowledgement letter, a detailed written reply to your complaint, including suggestions for resolving the matter.
- You will be invited to make any comments that you may have in relation to this response within five working days.
- If you make further representations, we will respond with our final position within five working days
- If the complaint is complicated then further time may be needed to investigate fully. If so, we will write to you and set another time limit as well as explaining what is being done to deal with the matter.
- If matters cannot be resolved within 8 weeks of your complaint and we have exhausted our in-house procedures, then you may refer the matter to The Property Redress Scheme. They will arrange for your complaint to be assessed by an Independent Case Examiner in line with their criteria and procedures.
Property Redress Scheme’s time limits
Please note before submitting your complaint to the Property Redress Scheme for an independent review, they require that all complaints are addressed through our above-mentioned in-house complaints procedure first, or if more than 8 weeks has elapsed since the complaint was first made.
You will need to submit any complaint to The Property Redress Scheme within 6 months of receiving our final viewpoint letter, including any evidence to support your case.
Details for Property Redress Scheme
- Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
- Tel: 0333 321 9418
- Email: www.theprs.co.uk
Our membership and current certificate
City Properties Letting & Management 