Main Estates Complaint Procedure
We are committed to providing a professional service to all our clients and customers. When
something goes wrong, we need you to tell us about it. This will help us to improve our
standards.
If you have a complaint, please put it in writing via email (hello@mainestates.co.uk) OR post to
Main Estates, 6 Main Street, Evington, Leicester, LE5 6DN, including as much detail as possible.
We will then respond in line with the timeframes set out below (if you feel we have not resolved
your complaint within eight weeks, you may be able to refer your complaint to the Property
Redress Scheme without our final viewpoint on the matter).
What will happen next?
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We will send you a letter acknowledging receipt of your complaint within three working days
of receiving it, enclosing a copy of our complaints procedure.
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We will then investigate your complaint. This will normally be dealt with by the office
manager who will review your file and speak to the member of staff who dealt with you. A
formal written outcome of our investigation will be sent to you within 15 working days of
sending the acknowledgement letter.
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If, at this stage, you are still not satisfied, you should contact us again and we will
arrange for a separate review to take place by a senior member of staff.
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We will write to you within 15 working days of receiving your request for a review,
confirming our final viewpoint on the matter. If you remain dissatisfied, you can then
contact the Property Redress Scheme to request an independent review.
Property Redress Scheme
As members of the Property Redress Scheme which is a consumer redress scheme authorised by the
Department for Communities and Local Government (“DCLG”) and by the National Trading Standards
Estate Agency Team to offer redress to consumers of Lettings, Property Management and Estate
Agents. It is also open to other Property Professionals to show they are committed to providing
excellent customer service and improving standards within their area of interest in the property
industry.
A Redress Scheme is a scheme which allows consumers to escalate a complaint they have against
the member of the scheme. The main purpose of the redress scheme is to resolve or settle
unresolved complaints from consumers who have suffered a loss as a result of the actions of the
member. It is an alternative to using the Courts and the complainant must have exhausted the
Member’s internal complaints process before contacting the redress scheme.
Complaints to the Property Redress Scheme can be made when one the following has occurred:
- a. A breach of the Agent Member’s obligations under the law;
- b. Where legal rights have been impinged or breached;
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c. Where an Agent Member has not acted in accordance with a Code of Practice it has signed
up to, or any internal rules, procedures or statements of practice;
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d. Unfair treatment of the complainant by the Member; including, but not limited to: i.
rudeness or discourtesy ii. not explaining matters iii. poor or incompetent service iv.
avoidable delays
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e. Where an Agent Member has not administered a transaction as efficiently as would be
expected.
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f. The Agent’s actions must have resulted in the complainant suffering a financial loss, or
unnecessary aggravation, distress and/or inconvenience.
You will need to download the PRS Complaint Form (https://www.theprs.co.uk/complain), complete it and provide PRS with the relevant documents for example copies of correspondence
to and from your Agent together with all relevant supporting evidence. Examples of helpful
evidence are: Tenancy Agreement, Management Agreement, Invoices and/or Receipts etc, Bank
statements or Rent Accounts etc. More information is available on the PRS Guidance page at:
www.theprs.co.uk/complaints.
Alternatively, you may request a hard copy of PRS complaint form or lodge your complaint through
the phone.
From receipt of your complaint to the Ombudsman’s decision, the process is expected to take
approximately 40 working days if there are no delays. For full details please refer to our
Complaints Process found under on our Guidance Page at
www.theprs.co.uk/complaints.
