Residential & commercial lettings across Sussex, Surrey, Kent, Hampshire & South LondonCall [PLACEHOLDER: phone number]  ·  info@sageandstirling.co.uk
Sage & StirlingLettings
Legal

Complaints procedure

We aim to get things right first time. If we don’t, here’s how to tell us and what happens next.

Template. Align the stages and timescales with the code of practice of your redress scheme before launch. [PLACEHOLDER: timescales per TPO / PRS rules]

Stage 1: tell us

Please put your complaint in writing to info@sageandstirling.co.uk or by post to our registered office, Kingfisher House, Hurstwood Grange, Hurstwood Lane, Haywards Heath, West Sussex, RH17 7QX, with as much detail as you can. We will acknowledge it within [PLACEHOLDER: X] working days.

Stage 2: investigation

A senior member of the team will investigate and send you a written response within [PLACEHOLDER: X] working days of our acknowledgement.

Stage 3: final review

If you are not satisfied, you can ask for a final review by [PLACEHOLDER: e.g. the director]. We will send our final viewpoint letter within [PLACEHOLDER: X] working days.

Independent redress

If you remain dissatisfied, or we have not resolved your complaint within 8 weeks, you can refer it to our redress scheme, free of charge: [PLACEHOLDER: The Property Ombudsman / Property Redress Scheme name, website and membership number]. Time limits apply to referrals, so please check the scheme’s rules.