Complaints Procedure
On The Curb Real Estate Ltd
Registered with the Property Redress Scheme (Membership No: PRS051813)
1. Our Commitment
We are committed to providing a professional service to all our clients. If something goes wrong, we want to hear about it — so we can put things right and improve our service. This procedure outlines how you can make a complaint, how we will handle it, and your right to refer it to the Property Redress Scheme if you're not satisfied.
2. How to Make a Complaint
Please submit your complaint in writing by email or post. Include:
- Your name and contact details
- A clear description of your complaint
- What you would like us to do to resolve the issue
Complaints can be sent to:
Email: admin@onthecurbrealestate.co.uk
Post: 32 Briar Road, Harrow, HA3 0DR
3. Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
4. Investigation & Response
Your complaint will be fully investigated by Dawud Saleem, Director. We aim to provide a full written response within 15 working days. If the investigation takes longer, we’ll inform you of the delay and keep you updated.
5. Final Outcome
If you remain dissatisfied after our final response, or if more than 8 weeks have passed since we received your complaint, you can escalate the matter to the Property Redress Scheme.
6. Escalating to the Property Redress Scheme (PRS)
We are a registered member of the Property Redress Scheme.
You may contact them at:
Website: www.theprs.co.uk
Email: complaints@theprs.co.uk
Phone: 0333 321 9418
Post: Property Redress Scheme, Premiere House, Elstree Way, Borehamwood, WD6 1JH
7. Record Keeping
We will keep a written record of your complaint and our response for a minimum of 6 years in line with regulatory guidance.
