Complaints Procedure

We are a Member of The Property Redress Scheme (PRS) - Membership No: PRS009984

Our Commitment

  • We are committed to providing a professional service to all our clients and customers. When something goes wrong, we want to know about it so we can put it right and learn from our mistakes.

    This procedure explains how to make a complaint, what to expect when you do, and how we will handle it.

How to Make a Complaint

Step 1: Contact Us First

  • In the first instance, please raise your concern with the member of staff you have been dealing with. Many issues can be resolved quickly and informally at this stage.

  • Contact Details: - In person: Green Park Gardens, Exeter Park Road, Bournemouth, Dorset, BH2 5BD

  • Telephone: 01202 237580

  • Email: george@strattonoakestates.com

  • In writing: Complaints Manager, Stratton Oak Estates, Green Park Gardens, Exeter Park Road, Bournemouth, Dorset, BH2 5BD

    When making a complaint, please provide: - Your full name and contact details - The property address (if applicable) - Details of your complaint - What youw ould like us to do to resolve the matter - Copies of any relevant documents

Our Complaints Process

Stage 1: Initial Review (Up to 15 working days

  • 1. We will acknowledge your complaint within 3 working days of receipt

    2. Your complaint will be investigated by a senior member of staff not directly involved in the matter3. We will send you our formal written response within 15 working days

    4. If we need more time, we will contact you to explain why and give you a new deadline (no more than a further 15 working days)

Stage 2: Internal Appeal (Up to 15 working days)

If you are not satisfied with our Stage 1 response:

  • 1. Write to us within 15 working days explaining why you remain dissatisfied

    2. Your complaint will be reviewed by our Complaints Manager / Director: George Marshall / Sales Manager: Ben Leaper / Lettings Manager: Shannon French

    3. We will send our final written response within 15 working days

    4. This letter will be clearly marked as our "Final Response"

Stage 3: External Redress — The Property Redress Scheme

  • If you remain dissatisfied after receiving our Final Response, or if 8 weeks have passed since you first complained (whichever is sooner), you may refer your complaint to:

    The Property Redress Scheme (PRS) - Website: www.theprs.co.uk - Email: info@theprs.co.uk -

    Telephone: 0333 321 9418 - Address: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

    Important: You must refer your complaint to the PRS within 12 months of receiving our Final Response.

    The PRS is a government-approved independent redress scheme. Their service is free to consumers. They can award compensation of up to £25,000 where appropriate.

What We Will Do

When handling your complaint, we will:

  • Treat you fairly, consistently and courteously

  • Keep you informed of progress

  • Investigate thoroughly and impartially

  • Provide clear explanations of our findings

  • Apologise if we have made a mistake

  • Take appropriate action to put things right

  • Learn from complaints to improve our service

Compensation

If we find that you have suffered a loss or significant inconvenience due to our error, we may offer:

  • A refund of fees (in full or part)

  • Financial compensation

  • A gesture of goodwill

  • Other remedial action as appropriate

Any offer will be made without prejudice to your right to refer the matter to the PRS.

Complaints by Third Parties

If you are not our direct client but have been affected by our actions (e.g., a buyer dealing with a property we are marketing), you may still use this procedure. We will consider your complaint in accordance with our duty of care and relevant regulations.

Data Protection

We will handle your personal data in accordance with data protection legislation. Complaint files areretained for 6 years for legal and regulatory purposes.

Regulatory Information

Stratton Oak Estates is a member of: - The Property Redress Scheme (PRS) —Membership No: PRS009984

We are a miner of the ALRA

We comply with the requirements of: - Estate Agents Act 1979 - Consumer Protection from Unfair Trading Regulations 2008 - The PRS Code of Practice