Complaints Procedure

Richard James values all of our customers highly, and we believe you have the right to a fair, swift and courteous service at all times. This document sets out the complaints procedure for Richard James.

1) Please make all complaints to Richard James in writing to 21 The Broadway, Mill Hill,London,NW7 3DA or via email to [email protected]

2) We will acknowledge your complaint within 5 working days of receipt of your complaint. We endeavour to deal with it promptly, effectively and in a positive manner.

3) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

4) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

5) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Property Redress Scheme

1st Floor
Premiere House
Elstree Way
Borehamwood
WD6 1JH

6) Also regulated by Propertymark. If you wish to make a complaint to Propertymark you may contact them at:

Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG
or
[email protected]
01926 417 791