Complaints Procedure

Property Partners Network Ltd is committed to providing a professional, responsive and reliable service. We welcome feedback from our clients, customers and partners as it helps us understand what we're doing well and where we can improve.

If something goes wrong or you are dissatisfied with any aspect of our service, we want to hear from you. We will take your concerns seriously and aim to deal with complaints fairly, promptly and professionally.

If you would like to provide feedback or suggest how we could improve our services, please contact us at:

hello@ppnetwork.co.uk

If you wish to make a formal complaint, please email:

hello@ppnetwork.co.uk

Please include as much relevant information as possible, including:

• Your name and contact details 
• The service or matter your complaint relates to 
• A clear description of your complaint 
• Any relevant dates, correspondence or supporting information 
• How you would like us to resolve the matter 

We aim to acknowledge your complaint within 2 working days of receipt.

We will review and investigate your complaint fairly and may contact you if we require further information or clarification.

We aim to provide a substantive response within 14 working days once we have the information reasonably required to investigate your complaint.

If additional time is required because of the nature or complexity of the matter, we will let you know and keep you informed of our progress.

Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take.

Property Partners Network Ltd is a member of The Property Redress Scheme (PRS).

If you remain dissatisfied after completing our internal complaints process, or if we have not resolved your complaint within the applicable timeframe, you may be able to refer your complaint to the Property Redress Scheme, subject to its eligibility requirements and conditions.

The Property Redress Scheme provides an independent redress service for consumers who have complaints against its property professional members.

Property Redress Scheme:
www.theprs.co.uk

Membership name: Property Partners Network Ltd
Membership number: PRS046126

Before referring a complaint to the PRS, you should normally first raise the complaint directly with Property Partners Network Ltd and allow us the opportunity to resolve it. The PRS generally requires the member to have been given up to 8 weeks to resolve the complaint before it will consider the matter, subject to its current rules and eligibility requirements.

You can find further information about making a complaint and the current PRS requirements on the Property Redress Scheme website.