Our Commitment
We aim to get things right the first time. When we don't, we want to hear about it and put it right quickly and fairly. This page sets out how to raise a complaint with us, what you can expect at each stage, and what to do if you remain unhappy with the outcome.
This procedure applies to any client, investor or member of the public who has dealt with Eveson Property Group.
How To Make A Complaint
Please put your complaint in writing, either by email or by post, so we have a clear and accurate record. Include:
- Your name and contact details;
- A clear description of what happened;
- What you would like us to do to resolve it;
- Copies of any relevant correspondence, if you have them.
Send your complaint to enquires@evesonproperty.co.uk or by post to TMS Business Centre, Orpington, BR5 3QB, marked for the attention of the Complaints Handler.
What Happens Next
Every complaint is acknowledged, reviewed and investigated by someone who was not directly involved in the matter you're complaining about, wherever possible. We will keep you updated in writing at each stage set out below.
Our Response Timescales
| Stage | Timescale |
|---|---|
| Acknowledgement of your complaint | Within 3 working days |
| Full written response, or an update if more time is needed | Within 15 working days |
| Final response | Within 8 weeks of your original complaint |
If we need longer than 8 weeks to investigate fully, we will write to explain why and give you a revised timescale.
If You Remain Unhappy
If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint and we have not resolved it, you are entitled to refer your complaint to the Property Redress Scheme, free of charge, as an independent, government-approved alternative dispute resolution body.
The Property Redress Scheme
Eveson Property Group is a member of the Property Redress Scheme, membership number PRS059614. The scheme provides impartial mediation and resolution for consumers, and its decisions are binding on us as a member.
You can contact the Property Redress Scheme at:
- Website: propertyredress.co.uk
- Address: 1st Floor, Premiere House, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
- Telephone: 0333 321 9418
Consumers can also access general advice through the Citizens Advice consumer helpline on 0808 223 1133.
Keeping Records
We keep a record of every complaint we receive, how it was investigated, and how it was resolved. This helps us identify patterns and improve the way we work.