Policies
Complaints procedure
We want to put things right quickly. This is how to raise a complaint and what happens next.
Step 1: tell us
Write to Josie Bentley, Director, at josie@northpointproperty.co.uk or at our office. Tell us what went wrong, the property address and what you would like us to do.
Step 2: we acknowledge it
We will acknowledge your complaint within 3 working days and tell you who is looking into it.
Step 3: our full response
We will investigate and send you a full written response within 15 working days. If we need longer, we will explain why and give you a date.
Step 4: if you are still unhappy
Ask for a review by a different director, who will reply within 15 working days with our final response.
Independent redress
We are members of the Property Redress Scheme, membership number PRS048881. If you are not satisfied with our final response, or eight weeks have passed since you first complained, you can refer your complaint to the scheme free of charge. You must do this within 12 months of our final response.
Property Redress Scheme: theprs.co.uk