Daniel Butterworth is a member of The Property Redress Scheme (PRS) and we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
The aim of this process is to resolve any customer issues as quickly as possible. In the majority of cases, issues can be resolved quickly and amicably by the agent you have been dealing with. If you feel that your concerns can be resolved by the agent you have been dealing with, then please contact them initially and they will endeavour to do all they can to help.
Stage 1 – Compliance Department
We are committed to addressing issues raised by customers and welcome your views on matters. Please send your concerns to the following email address where we will endeavour to deal with your complaint. The address to email is:
info@daniel-butterworth.co.uk
We will acknowledge receipt of your complaint in writing, within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will be dealt with by Daniel Butterworth, who will review your file. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
Stage 2 – Escalation
If, at this stage, you are still not satisfied, you should contact us again and we will escalate the complaint for a second and final review. Your concerns will be reviewed by someone who has not been involved in the initial review of your complaint. We will write to you with response, within 15 working days of receiving your request for a review, confirming our second, and final viewpoint on the matter.
Stage 3 – The Property Redress Scheme
If you still remain dissatisfied with the outcome or you feel we have not sought to address your complaint within 8 weeks of receipt of your complaint, you can then contact The Property Redress Scheme to request an independent review:
The Property Redress Scheme
Premiere House
Elstree Way
Borehamwood
Hertfordshire
WD6 1DH
0333 321 9418
theprs.co.uk
info@theprs.co.uk
Please note the following:
You will need to submit your complaint to The PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.