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Complaints Handling Policy & Procedure

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.

How do I make a complaint?
We are sorry to hear that you have been unhappy with the service you have received from us. In the first instance you will need to send a full complaint in writing via email, to the Manager of the Department your complaint relates to. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress scheme to consider without our final viewpoint on the matter).

When will I receive a response?

Once the complaint has been received, the Manager will gather all information regarding the complaint and will respond in writing within 5 to 10 working days.

What happens next?

Should you not be able to come to a resolution with the line Manager, you can escalate your complaint further in writing via email to our Director.

When will I have a response from the Director?

The Director with gather all information regarding the complaint as well as the response you have already received in order to deal with your complaint fairly. You will receive a response within 10 to 20 working days.

What happens if I am still not happy with the final conclusion?

If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she can take the matter up with the Property Ombudsman (Property Redress scheme) without charge”. Contact details are listed below under stage 4.

You will need to submit your complaint to The Property Redress scheme 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.

Who do I need to contact?

Please see below the relevant Manager’s contact details for each office and department.

1st Stage – Cadmus Property Administration [email protected]
2nd Stage – Cadmus Property Property Manager [email protected]
3rd Stage – Cadmus Property Kalam Elias (MIRPM) Head of Property & Director
[email protected]
4th Stage – (External) PRS Property Redress Scheme of 1st Floor, Premiere House, Elstree Way,
Borehamwood WD6 1JH https://www.theprs.co.uk/
[email protected]

0333 321 941