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Complaints Procedure

Client Complaints:  Handling Policy and Procedures

Our complaints handling policy
  
At Stennett Properties our aim is to provide a high-quality service to all our clients, to ensure you are satisfied.  When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

1.  Our complaints handling procedure
If you feel that we have fallen short of this standard and you have a concern or a complaint, please contact the person who has been dealing with you and explain your dissatisfaction in respect of the service you have received.    

2.  If you are still unhappy with the way your complaint or concerns were dealt with, then you should set out your complaint in writing to the complaints manager:

Elaine Beckford Stennett
Stennett Properties
4 Winchmore Hill Road
London N14 6PT
  
Or by email to: enquiries@stennettproperties.co.uk 
 
3.  What happens next
In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:  

  • An outline of your complaint explaining why you feel that we have fallen short in the service given.
  • What you would like us to do to resolve your complaint.
  • The specific details that you feel would assist us with resolving your complaint, including, but not limited to:
  • Name of person dealing with your matter.
  • A chronology of events.
  • Correspondence in connection with your complaint.
  • Any other documents in support of your complaint.
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.
  
 
4.  The timescales for dealing with a complaint.

  1. You will receive an acknowledgement of your complaint from us within 5 working days of receipt of your complaint.
  2. Within 21 working days of the acknowledgement, you will receive a full response.
  3. If we are unable to resolve the matter within the time stated above, we will provide you with reasons why we could not meet this time    frame and provide you with an estimate of when a full response will be received
  4. After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.

We are members of the Property Redress Scheme. 
If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
 
  1. Made an official complaint to us, in writing;
  2. You have waited at least 8 weeks for your complaint to have been resolved by the Member in writing;
  3. It is still within 12 months from our last communication with you regarding this complaint

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member's internal complaints procedure and remain dissatisfied with the Member's response. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:
 
Website: www.theprs.co.uk     
By Email:  info@theprs.co.uk           
By Post: The Property Redress Scheme
Premier House, 1st Floor
Elstree Way, Borehamwood,
Hertfordshire, WD6 1JH