Complaints Procedure
We take your concerns seriously and are committed to resolving issues fairly and promptly
At KRS Property Sourcing Ltd, we strive to provide excellent service to all our clients. However, we recognize that there may be occasions when you are not satisfied with our service. This Complaints Procedure outlines how to raise a complaint and what you can expect from us in response.
Our Commitment: We will handle all complaints fairly, confidentially, and without prejudice. Making a complaint will not affect the service you receive from us.
How to Make a Complaint
In Writing
Send a written complaint to our registered office
(Address available on request)
What to Include in Your Complaint
To help us resolve your complaint quickly, please provide:
- Your full name and contact details (email, phone number)
- Your client reference number (if applicable)
- A clear description of your complaint including what happened and when
- Any relevant documentation (emails, letters, property details)
- What outcome you are seeking (resolution, refund, explanation, etc.)
Our Complaints Process
Acknowledgment
We will acknowledge receipt of your complaint in writing (email or letter) and provide you with a reference number. We will also confirm who will be handling your complaint.
Investigation
We will thoroughly investigate your complaint by:
- • Reviewing all relevant documentation and records
- • Speaking with any staff members involved
- • Gathering all necessary information
- • Assessing the facts objectively and fairly
We may contact you during this time if we need additional information or clarification.
Response
We will provide you with a detailed written response that includes:
- • A summary of your complaint
- • Our findings from the investigation
- • Our decision and the reasons for it
- • Any actions we will take to resolve the issue
- • Information about further steps if you remain dissatisfied
Resolution
If you are satisfied with our response, the complaint will be closed. If you remain dissatisfied, you can escalate your complaint to the Property Redress Scheme (see below).
Note: If we need more time to investigate your complaint thoroughly, we will contact you to explain the delay and provide an updated timeframe. Complex complaints may take longer to resolve, but we will keep you informed throughout the process.
Independent Dispute Resolution
Property Redress Scheme
If you are not satisfied with our final response to your complaint, you have the right to refer your complaint to the Property Redress Scheme, of which we are a member. This is a free, independent service that can review your complaint and make a binding decision.
When Can You Use This Service?
- • After we have provided our final written response
- • Within 12 months of our final response
- • If you remain dissatisfied with the outcome
How to Contact the Property Redress Scheme
For more information about the Property Redress Scheme and how to make a complaint, visit their website or contact them directly. We will provide full contact details in our final response to your complaint.
What You Can Complain About
You can make a complaint about any aspect of our service, including but not limited to:
Service Quality
- • Delays in providing properties
- • Quality of properties sourced
- • Lack of communication
- • Unprofessional conduct
Financial Matters
- • Fee disputes
- • Refund requests
- • Billing errors
- • Payment processing issues
Information & Advice
- • Inaccurate property information
- • Misleading statements
- • Failure to disclose information
- • Poor guidance or support
Data & Privacy
- • Data protection concerns
- • Privacy breaches
- • Unauthorized data sharing
- • GDPR compliance issues
Our Commitment to You
- We will treat your complaint seriously and handle it with care and sensitivity
- We will investigate your complaint thoroughly and impartially
- We will keep you informed throughout the process
- We will respond within the timeframes stated in this procedure
- We will learn from complaints to improve our services
- Making a complaint will not affect your ongoing service or relationship with us
Contact Us
If you have any questions about our complaints procedure or wish to make a complaint, please contact us: