At CHS Properties, we like to be transparent from the start. In the unlikely event that you are unhappy with the service that you have received from us for whatever reason, it is important that you tell us about it so that we can put it right.

Our Complaints Handling Procedure

If you have a complaint, then this note sets out the procedure that we will follow in dealing with that complaint. Before our complaints handling procedure is triggered, the resolution of all complaints will be attempted by the member of staff concerned with the particular matter in hand.

All complaints which remain unresolved by the member of staff concerned will be dealt with by a Director or Head of Department.

• Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it. Please email enquiries@chs-properties.com
• Once we have received your written complaint, we will acknowledge receipt and inform you of our understanding of the circumstances leading to your complaint within three working days.
• Within fifteen working days of receipt of your written complaint, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
• If the complainant is still not satisfied after the last stage of the in-house complaints procedure, or more than 8 weeks has elapsed since the complaint was first made, then the complainant can take the matter up with their chosen ombudsman without charge.

For private clients this is through Property Redress, and complaints must be referred within 12 months:

Property Redress
Limelight
1st Floor
Studio 3
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH
Telephone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: www.propertyredress.co.uk