Complaints Procedure

Complaints Procedure

At HNC Property Management Ltd., trading as HNC Lettings & Property Management, we are committed to providing high-quality services to our clients. However, we understand that there may be occasions where our clients are not satisfied with the services provided. We take complaints very seriously and aim to resolve them promptly and efficiently.

If you have a complaint, please follow the procedure outlined below:

1. Informal Complaint

In the first instance, please contact us by phone or email to discuss your concerns. We will aim to resolve the issue as soon as possible. You can contact us using the following details:

HNC Property Management Ltd. 28 Slyne Road Bolton le Sands Carnforth Lancashire LA5 8BG

Telephone: 01524 903548 Email: office@hnclettings.co.uk

1. Formal Complaint

If you are not satisfied with the outcome of the informal complaint, you can make a formal complaint in writing. Please provide us with as much detail as possible about your complaint, including any relevant documents or evidence.

You can submit your complaint in writing to:

Hayley Cooper HNC Property Management Ltd. 28 Slyne Road Bolton le Sands Carnforth Lancashire LA5 8BG

Alternatively, you can email your complaint to hayley@hnclettings.co.uk.

We will acknowledge your formal complaint within three working days and aim to provide a full response within 15 working days. If we are unable to provide a full response within this time frame, we will inform you of the reason for the delay and provide you with a revised timescale for our response.

1. Redress Scheme Details

If you remain dissatisfied with our response, you can refer your complaint to our redress scheme provider, the Property Redress Scheme (PRS). You can contact the PRS at:

Property Redress Scheme Premiere House 1st Floor Elstree Way Borehamwood Hertfordshire WD6 1JH

Telephone: 0330 321 9418 Email: info@theprs.co.ukWebsite: https://www.theprs.co.uk/

You have 12 months in which to do this

1. Propertymark Protection and Client Money Protection

HNC Property Management Ltd. is Propertymark Protected and has client money protection. Our client money protection scheme number is CO135150. This provides our clients with peace of mind and assurance that we operate to the highest professional standards and protects our client money for peace of mind.

If you have any questions about our complaints procedure or any of the additional details provided, please do not hesitate to contact us.