Complaints Process:
While we aim to provide a good service and to do everything we can to make sure you are
satisfied, if you believe we have fallen short of this standard, and would like us to
investigate your concerns, please tell us.
You can write to us at Property Hotspot Group Ltd T/A Property Hotspot Sales, 9 Victoria Street, Cwmbran. NP44 3JS or info@propertyhotspotsales.co.uk
Please include the following information and evidence, where it is relevant:
• A detailed explanation of your concerns and why you believe our service has fallen short
• How you believe your concerns can be resolved
• Any specific details that you feel would help, including, but not limited to:
- names of advisors you have spoken to in connection with the complaint
- the branch name in connection with the complaint
- time(s) and date(s) of the incident(s)
- telephone numbers and/or addresses you have used to contact us
- any written documents relating to your complaint
- any other documents which are relevant and support your complaint
We will confirm we have received your complaint within three working days. We will then
investigate each point(s) you raise and send you our full response within 10 working days
of us sending you the confirmation.
If we are unable to resolve your concerns in this time, we will provide you with reasons for
any delay and an estimate of when you will receive our full response.
Following our final written response, we may conclude that the complaint process is complete
and any future communication relating to the issue may be saved but not responded to.
If you remain unhappy with our final response is complete, you can ask the Property
Redress Scheme to investigate your complaint as long as:
• you have allowed us up to eight weeks from the date we received your written
complaint to investigate and respond
• it is less than one year from the last communication we had with you, about
this complaint
The Property Redress, a government approved redress scheme who resolve complaints
is free to use for those making a complaint. Learn more by visiting their website:
www.propertyredress.co.uk/consumer
To raise a complaint, please complete the complaint form or contact the Property Redress
directly by email, complaints@propertyredress.co.uk or post to the following address:
Property Redress
Limelight
1st Floor Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH