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Making a complaint – Residential lettings

Anderton McClements is a member of The Property Redress Scheme (TPRS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to our customer’s satisfaction within our in-house team.

Stage One – Business Partners

Complaints should, in the first instance be directed to the business partners, Amy Anderton or Emma McClements. You should put your complaint in writing. The correspondence will be acknowledged within 3 working days and the matter will then be investigated and a full response sent to you within 8 weeks days in writing from receipt of your letter.

The address to write to is:
Anderton McClements
Concept Business Centre
Kettlestring Lane
York
YO30 4XF
Email: [email protected] or [email protected]

Stage Two – The Property Redress Scheme

In the unlikely event that you remain dissatisfied then you may refer the matter to the Property Redress Scheme
Premiere House
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.
Email: [email protected]

After you have waited 8 weeks from sending the complaint letter and you have received a response from us, if you are still not satisfied, a complaint can be referred to the Property Redress Scheme within 12 months of the formal letter of complaint being sent to the Member.

The Property Redress Scheme will not consider your complaint until our internal complaints procedure has been exhausted and you have received a final letter from us detailing our course of action and any resolutions.