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Complaints Procedure

We're committed to providing a high standard of service. If something hasn't gone as expected, we want to hear about it so we can put things right.

Clarke Residential is a member of the Property Redress Scheme (PRS), a government-authorised consumer redress scheme for estate agents, lettings agents and property management professionals. Our membership number is PRS058621. If you have a complaint about our service, please follow the procedure below.

1

Raise Your Complaint With Us

In the first instance, please contact us directly so we can try to resolve the matter. You can raise your complaint using any of the following methods:

Please provide as much detail as possible, including any relevant dates, correspondence and documents.

2

Acknowledgement

We will acknowledge receipt of your complaint within 3 working days, confirming the name of the person handling your complaint and the next steps.

3

Investigation

Your complaint will be thoroughly and fairly investigated. This may take up to 15 working days, depending on the complexity of the issue. During this time, we may contact you for further details or clarification.

4

Our Final Response

Once the investigation is complete, we'll provide you with a detailed written response (our "final response letter"). This will include:

  • A summary of your complaint and our findings
  • If your complaint is upheld — a suitable resolution, which may include an apology, a refund, or another appropriate remedy
  • If your complaint is not upheld — a clear explanation of our reasoning
  • Details of how to escalate your complaint to the Property Redress Scheme if you remain dissatisfied
5

If You Remain Dissatisfied

If you are not satisfied with our final response, or if 8 weeks have passed since your initial complaint and the issue remains unresolved, you have the right to refer the matter to the Property Redress Scheme (PRS).

The Property Redress Scheme is an independent, government-authorised redress scheme that provides a free, impartial resolution service for consumers in property-related disputes.

How the PRS Complaints Process Works

Once you refer your complaint, PRS will follow this process:

1

Case Assessor — First Contact

A case assessor will contact both parties within 5 working days and decide within the next 10 working days whether the complaint can be accepted for investigation.

2

Agent's Response

The agent is asked to provide a rebuttal response and relevant evidence, or resolve the complaint directly with the complainant, within 10 working days.

3

Early Resolution

The case assessor has up to 15 working days to review evidence and propose an early resolution. If both parties agree, this becomes the final decision.

4

Proposed Decision

If early resolution is unsuccessful, a case officer writes a proposed decision within 10 working days. Both parties have 10 working days to accept or request a review.

5

Final Decision

If a review is accepted, the Head of Redress issues a final decision within 20 working days. The agent has 10 working days to comply.

Contact the Property Redress Scheme

Our PRS membership number is PRS058621. Please quote this when contacting PRS about your complaint.

We are committed to resolving all complaints promptly and fairly. Your feedback is valued and helps us improve our service. Clarke Residential is a member of the Property Redress Scheme (Membership No: PRS058621), a government-authorised consumer redress scheme.