Complaints Procedure

In-house Complaints Procedure

At Prime Land Property, we are dedicated to delivering a professional and exceptional service to our valued clients and customers. However, in the event that something does not meet your expectations, we encourage you to bring it to our attention. By doing so, you contribute to our ongoing improvement efforts and help us maintain the highest standards.

As a proud member of the Safe Agent Letting Accreditation Scheme, Prime Land Property is fully committed to ensuring the well-being of both Landlords and Tenants. To safeguard your interests, we have established a clear and transparent complaints resolution process as follows:

Step 1: Initial Communication

If you believe you have a grievance, please commence the process by addressing your concern in writing to:

Prime Land Property
124 Whitechapel Road
London, E1 1JE

Step 2: Acknowledgment and Investigation

Upon receipt of your complaint, you will receive an acknowledgment within three working days. Subsequently, your grievance will be subject to a thorough investigation in line with our established internal procedures. A formal written response outlining the outcome of the investigation will be forwarded to you within 15 days. If unforeseen circumstances arise that necessitate an extension, we will communicate the revised response date in writing.

Step 3: Escalation to Managing Director

Should you remain unsatisfied with the results of the internal investigation, you have the option to escalate the matter to our Managing Director. Upon receipt of your escalated complaint, a comprehensive review will be conducted. A written review detailing the outcome of this review will be provided to you within 15 days.

Step 4: Seeking Independent Review

Following the conclusion of the in-house review, should your dissatisfaction persist, you have the right to contact The Property Ombudsman for an independent assessment. Please keep in mind the following details:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Wiltshire, SP1 2BP
Tel: 01722 333 306

Important Notes:

  • To request an independent review by The Property Ombudsman, you must do so within 12 months of receiving our final viewpoint letter. Additionally, please include any supporting evidence that contributes to your case.
  • It is a requirement of The Property Ombudsman that all complaints first undergo our in-house complaints procedure before being presented for an independent review.

Prime Land Property is dedicated to ensuring your concerns are addressed promptly and effectively. We value your feedback and remain committed to enhancing our services based on your experiences. Your participation in our complaints resolution process is essential to our ongoing efforts to maintain and exceed the highest industry standards.

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