Information for Customers Making a Complaint
JNR Property Management Ltd is a member of PRS (Property Redress Scheme) to provide the highest standards of services to all our customers.
To ensure that your interests are safeguarded we have the following complaints procedure in place. The aim of this process is to resolve all customer issues or concerns as quickly as possible. In most cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager Level.
Stage One – Manager Complaints
Should, in the first instance, be directed in writing to the Branch Manager you have been dealing with. They will acknowledge receipt of your letter within 2 working days and will endeavour to liaise with you quickly and resolve your complaint as soon as possible with a written response being sent back to you no later than 5 working days from receipt of your initial letter.
Stage Two – Managing Director
Should you remain dissatisfied following the response from the Branch Manager you may address your concerns in writing to the Managing Director at the following address:
The Managing Director
JNR Property Management Ltd,
89 Woodville Road,
Cathays,
CF24 4DX.
Once received you will receive an acknowledgement within 3 working days (excluding weekends and public holidays) and you will receive a written response within 15 working days from receipt of your letter. If longer is required, the complainant will be notified in writing with an explanation and an indication of timescale as to when the response will be received. The letter sent at this stage will represent the “final view” of the Company in response to your complaint.
Stage 3 – The Property Redress Scheme
After you have received a response from the Managing Director and if you are still unhappy with the proposed resolution to your complaint you may approach the Property Redress Scheme.
The contact details for The Property Redress Scheme are as follows:
Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.co.uk
Post: Premiere House, 1 st Floor, Elstree Way, Borehamwood, WD6 1JH.
Fully Managed Service
Let Only Service
