Rezee Ltd Complaint Procedure
Our Company Policy
At Rezee Ltd, we aim to provide our customers with a first class service. If, however, you believe we have made a mistake, or you are dissatisfied with our services, please let us know.
Our Complaints Procedure
Stage 1
Please speak to a member of the team on 01482 762 166 so we can resolve any issues you may have.
Upon receipt of the complaint, we will discuss the matter with you and endeavour to provide a satisfactory resolution. We will endeavour to provide a response by telephone to resolve your complaint within 2 working days, however in some instances we may require more time to investigate.
If you are speaking with a member of the team and are provided poor service during the call, you can escalate that call to a Manager. You will be provided the name of the Manager and a callback will be scheduled for within 4 hours.
The matter will conclude if following an investigation we are able to resolve your complaint at this stage. If however you feel your complaint has not been resolved, you will have the opportunity to escalate your complaint to the next stage.
Stage 2
When escalating your complaint to Stage 2, please provide your formal written complaint in full, confirming your exact complaints points, the reasons why you remain dissatisfied with our services and any outcome you wish to achieve via :
Post : The Bloc (F13), Springfield Way, Anlaby, HU10 6RJ
Email : hello@rezee.co.uk
Upon receipt of the complaint it will be allocated to a Complaint Handler. The complaint will be acknowledged within 3 working days and a formal written outcome of our investigation will be sent to you within 15 working days (21 days). Please note however, in certain circumstances we may need to extend our time frames. In such cases, we would keep you fully informed and provide an explanation for the extended time frame.
If at this stage our response is satisfactory the matter will conclude. However, if however you feel your complaint has not been resolved, you will have the opportunity to escalate your complaint to the next stage.
Please note, if any new complaint is received in writing via email or letter, the complaint will begin at stage 2 of this complaints process.
Stage 3
If at this stage, you remain dissatisfied, you should contact us again within 14 days of the outcome issued under Stage 2 of this procedure and we will arrange for a separate investigation to take place by a manager, and escalate your complaint to stage 3 of the procedure.
Phone : 01482 762 166
Post : The Bloc (F13), Springfield Way, Anlaby, HU10 6RJ
Email : hello@rezee.co.uk
The complaint will be acknowledged within 3 working days and a formal written outcome of our investigation will be sent to you within 15 working days (21 days). Please note however, in certain circumstances we may need to extend our time frames. In such cases, we would keep you fully informed and provide an explanation for the extended time frame.
In all but exceptional circumstances, complaints will be dealt with by the end of an 8 week period following the receipt of your original complaint, at which point Rezee Ltd will have given you a final view letter. This letter will be accompanied by a link to the Property Redress Scheme (PRS).
Should you be satisfied with the outcome the matter will conclude; however, if we are unable to agree a resolve to your complaint you will have the opportunity to refer your complaint to the final stage of our complaints procedure, this being to The Property Redress Scheme (PRS).
Stage 4
Referring a complaint to the Property Redress Scheme (PRS).
Please note the Property Redress Scheme (PRS) will not investigate your complaint unless you have allowed a minimum of 8 weeks for a response to your written complaint.
Post: Property Redress Scheme, Premiere House. 1st Floor, Elstree Way, Borehamwood, WD6 1JH.
Call: 0333 321 9418
Web: www.theprs.co.uk
Please note, your complaint must be made within 12 months of your last communication, or where you have referred your complaint to them more than 12 months following receipt of our response, settlement or final offer.
The Property Redress Scheme (PRS) will send their decision both to Rezee Ltd and you, following which you can accept or reject the decision provided. If you reject the decision of The Property Redress Scheme (PRS) your legal rights remain unaffected.