REDWOOD PROPERTY LETTINGS

OFFICIAL CONSUMER COMPLAINTS HANDLING PROCEDURE (CHP)

1. OUR COMPREHENSIVE SERVICE COMMITMENT

Redwood Property Lettings Ltd aims to provide a reliable, professional, and transparent service to all our landlords, tenants, property vendors, and purchasers. If a component of our service falls short of your expectations, we request that you inform our management team immediately. This procedure outlines how we log, review, and settle consumer grievances fairly and in strict alignment with UK property redress regulations.

2. STAGE 1: FORMAL LOGGING OF COMPLAINTS

If you wish to register a formal grievance, your complaint must be submitted in writing. This ensures all factual details are accurately tracked. Please send your detailed statement via email or post to our designated registry handler:

• Compliance Director • Redwood Property Lettings Ltd
• Correspondence Email: admin@redwoodpropertylettings.co.uk
• Registered Office Address: 569 Woodham Lane, Guildford GU21 5SH

Please include your full name, the property address your transaction relates to, a clear description of your grievance, any supporting evidence, and your preferred outcome.

3. STAGE 2: FORMAL WRITTEN ACKNOWLEDGEMENT

Upon receiving your written statement, our compliance registry will log the file. We will send you a formal written acknowledgement via email within three (3) working days of receipt. A senior management executive who has not been directly involved in your day-to-day property transaction will be officially assigned to review and adjudicate your file.

4. STAGE 3: INTERNAL INVESTIGATION & THE FIRST RESPONSE

The assigned executive will thoroughly investigate your transaction logs, interview relevant staff members, and audit all communication trails. Following this review, a comprehensive Final Viewpoint Letter will be sent to you via email within fifteen (15) working days of our initial acknowledgement. This letter will detail our findings, clear conclusions, and any formal proposals or remedies to settle the matter.

5. STAGE 4: INDEPENDENT ESCALATION (THE PROPERTY REDRESS SCHEME)

If you remain completely unsatisfied with our Final Viewpoint, or if a period of eight (8) weeks has fully elapsed since you first submitted your complaint to us in writing and the matter has not been resolved to your satisfaction, you maintain an absolute statutory right to escalate your file for independent adjudication.

Redwood Property Lettings Ltd is a fully registered member of the Property Redress Scheme (PRS). The ombudsman framework provides a free, independent review service to consumers. You must escalate your complaint to the PRS within twelve (12) months of receiving our Final Viewpoint Letter.

The Property Redress Scheme Contact Details:
• Postal Address: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
• Telephone Helpline: 0333 321 9418
• Official Membership Tracking Number: PRS058608
• Online Portal: www.propertyredress.co.uk