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Complaints Procedure

1. If you have a problem relating to Green Key Sales and Lettings, please discuss this with one of our branch staff. Our aim is to deal with your problem sympathetically, fairly and quickly.

2. If the response by our branch staff does not resolve the matter to your satisfaction, you can ask for the complaint to be referred to the Paul Horton, Director of Green Key Sales and Lettings at Portico House, 25 The Bailgate, Lincoln, LN1 3AP. Your letter should state why you are still dissatisfied and what further action you wish Green Key Sales and Lettings to take to fully resolve your complaint. A letter of acknowledgement will be sent to you within 3 working days or receipt. It will also:

• Set out our understanding of your complaint, and
• State when we will be able to reply in greater detail.
• You may also be asked for additional information if this is required to assist in resolving the matter.
• Your complaint will be fully investigated and a formal written outcome of the investigation will be sent to you within 14 working days.

3. In all but exceptional cases, by the end of 28 days following receipt of your complaint, Green Key Sales and Lettings will have given you its final response by a letter from one of its Directors. This will be accompanied by The Property Redress Scheme Guide which can be found here http://www.theprs.co.uk/consumer/how-it-works

4. If you are still not satisfied with the steps taken by Green Key Sales and Lettings, you can write to: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH (Telephone 0333 321 9418). Alternatively you can visit http://www.theprs.co.uk/Complain)

5. The Property Redress Scheme will consider your complaint, taking in to account any points made by you and Green Key Sales and Lettings. The Property Redress Scheme may, however, refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the Green Key Sales and Lettings, or you referred your complaint to The Property Redress Scheme more than six months after you received the our final offer of settlement or answer.

6. The Property Redress Scheme’s Office may try to settle the dispute by agreement between you and Green Key Sales and Lettings. If this is unsuccessful, The Property Redress Scheme will consider all the relevant factors and make a decision according to what they believe to be fair in all the circumstances.

7. The Property Redress Scheme will send their decision to you and Green Key Sales and Lettings. You can accept or reject their decision and if you wish you are free to take legal action. Your legal rights will not be affected by The Property Redress Scheme’s decision.