Complaints Process.

Trust Sales & Lettings is a small and independent Estate Agency, and we pride ourselves on providing an unrivalled level service, personalised to each individual customers needs. To guarantee that you, the customer, have your interests protected, in the unfortunate event you are not satisfied with service you have received, we have created the following complaints process.

The aim of this policy is to process, resolve, and learn from all customer concerns as quickly as possible. The majority of issues can be concluded swiftly and amicably to you, the customers satisfaction, by our branch team.

Making a complaint

All complaints should be issues to Siobhan Thackray, via email at siobhan@trustsl.co.uk or in writing addressed to Siobhan Thackray, 1 Manor Park, Mirfield, WF14 0EW.

Acknowledgement

Siobhan will acknowledge your complaint, in writing and via email, within 3 working days.

Resolution

Siobhan will investigate, liaise with all parties involved and endeavour to resolve your complaint immediately, but this will be no longer than 15 working days from the letter of acknowledgement. You will receive a viewpoint letter and email as your final response to your complaint.

If you are still not happy

If you still remain dissatisfied with the outcome of your complaint after dealing with our Directors, or 8 weeks has passed since the complaint was first made, you can request assistance, free of charge, from The Property Redress Scheme. Information on how to contact The Property Redress Scheme will be contained within your final viewpoint letter, and details can also be found at www.theprs.co.uk or email info@theprs.co.uk. Please note;

          • You must make your complaint to The Property Redress Scheme within 12 months of the date of our final viewpoint letter. Please include any evidence you have collated to support your case.

          • The Property Redress Scheme will not consider your complaint until the internal complaints process has been exhausted and you have received the final viewpoint letter.

          • The Property Redress Scheme recommends paying any outstanding fees on a ‘without prejudice’ basis to avoid late-payment charges and/or further action.