Property Trader Nts Letting and Sales are committed to providing a professional service to all our clients and customers. So when something goes wrong, please first tell us, this will help us to improve our standards.
If you have a complaint, please put it in writing, or email it to info@propertytrader1.co.uk including as much detail as possible. Also you can call us on Tel: 01633 746100 10:30am to 5:30pm Monday to Friday, You can write to our head office at Nts Plaza – 113 114 Commercial Road ,Newport City NP20 2GW
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).
- What will happen next?
We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
If you feel that we are not responding to your complaint you can contact The Property Redress SchemeWe are members of the Property Redress SchemeMembership Number PRS005537PRS Number :03333219418e: info@theprs.co.ukYou will need to submit your complaint to Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
