We take your concerns seriously
If something has gone wrong, we want to put it right. Our complaints procedure follows the Property Redress Scheme code of practice.
How to raise a complaint
If you are unhappy with any aspect of our service, please raise your concern with us as soon as possible. You can contact us by:
- Email: Wimbledon@rentalsandsales.co.uk
- Phone: 020 8944 6212
- Post: Rentals & Sales, 45 Quicks Road, Wimbledon, London SW19 1EY
Please include your name, contact details, the property address (if applicable) and a clear description of your complaint.
Stage 1 — Initial response
We will acknowledge your complaint in writing within 3 working days of receipt. A senior member of staff will investigate the matter and provide a detailed written response within 15 working days. If we need more time, we will let you know and explain why.
Stage 2 — Internal review
If you are not satisfied with our initial response, you may request an internal review by a director or partner who was not involved in the original decision. We will complete this review and provide a final written response within 15 working days of your request.
Stage 3 — External redress
If you remain dissatisfied after completing our internal procedure, or if 8 weeks have passed since you first complained without a resolution, you may refer your complaint to the Property Redress Scheme (PRS) free of charge. The PRS is an independent body approved by the government.
- Website: www.theprs.co.uk
- Phone: 0333 321 9418
- Email: info@theprs.co.uk
You must refer your complaint to the PRS within 12 months of receiving our final response.
Data protection concerns
If your complaint relates to how we handle your personal data, you also have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk. Our ICO registration number is ZB624341.
We are committed to resolving complaints fairly and promptly. If you have any questions about this procedure, please contact Wimbledon@rentalsandsales.co.uk.