Rights to Redress Policy & Procedure

Cardiff Estates & Lettings, a Member of the Property Redress Scheme (PRS), aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to the PRS. If you believe you have a complaint, please write in the first instance to our complaints officer.

Whenever possible, your complaint will be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint. If longer is needed, you will be notified in writing, with an explanation, giving an indication of timescale for an outcome of the investigation.
If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director. Following the conclusion of our In-House Review, our final viewpoint will be sent to you in writing. In the event that the final review as detailed above still fails to satisfy your complaint, then you may refer the matter to the PRS within twelve months of receiving our final viewpoint. We can submit your file to the PRS on request. 

You are also entitled to have your complaint referred to the PRS should we fail to deal with matters promptly, or do not comply with our in-house complaint procedure within 8 weeks from the date we receive your complaint in writing.

Cardiff Estates & Lettings Complaints Procedure

1. Cardiff Estates & Lettings, a Member of the PRS, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and if we are not able to deal with the issue to our mutual satisfaction, by reference to the PRS.
2. If you believe you have a complaint, we request that you send a formal written letter in the first instance to our nominated complaints officer at the address below:
Ms Lauren Date
Complaints Officer
Cardiff Estates & Lettings
27 Caerphilly Road
Cardiff
CF14 4AD
You can hand deliver your formal letter to a member of staff at our office or take it to a local post office and request a ‘proof of posting’ receipt. In addition to posting your formal letter, you may also email info@cardiffestatesandlettings.co.uk with a copy of your formal letter attached, however you would need to ensure that you receive a ‘delivery receipt’ message to confirm that it has reached our inbox.
3. Whenever possible, your complaint will be acknowledged within 3 working days of us receiving your formal written complaint letter and investigated thoroughly in accordance with our established in-house procedures. If possible, a written reply will be sent to you within 15 working days of receipt of your formal letter of complaint. If longer is needed, you will be notified in writing, with an explanation, giving an indication of timescale for an outcome of our investigation.
4. If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to submit a formal written response as above, clearly stating why you disagree with the outcome of this initial investigation. This will be reviewed by our Managing Director, Mary Walsh
5. Our final viewpoint will then be sent to you in writing.
6. If the final review still fails to satisfy your complaint, then you may refer the matter to the PRS within twelve months of receiving our final viewpoint. We may also submit your file to the PRS on request.
7. You are also entitled to have your complaint referred to the PRS should we fail to deal with matters promptly, or do not comply with our in-house complaint procedure within 8 weeks from the date we receive your formal complaint in writing.
8. The PRS can be contacted at: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH Telephone: 0333 321 9418 Email: info@theprs.co.uk

Cardiff Estates & Lettings Membership Number is PRS044731

Please note that if you do not agree to follow our complaints handling procedure at any stage during this process, then we will inform you that no further action will be taken on our part regarding your initial complaint and your case file will be closed.