Complaints Process

PRSim Complaints Process

PRSim is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded and to make sure we put mistakes right, we have the following complaints process.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers’ satisfaction by our colleagues.

Stage One – Team Leader

Complaints should, in the first instance, be directed to the Team you have been dealing with and it will then be passed to the Team Leader to manage. The Team Leader will acknowledge your complaint in writing, within one working day of receipt, in line with this procedure.

We aim to investigate all complaints within two weeks of receiving them. If our investigations have not been completed within that time, we will write to you to provide you with an update on our progress and advise you of the nature of the delay.

If we need more time to investigate your complaint we will advise you of the expected timescales and write to you again at the end of that period to provide you with a further update or alternatively we will let you know the outcome of our investigations and detail any action that we intend to take to resolve your complaint.

Stage Two – Operations Manager

If, after you have dealt with the Team Leader, you remain dissatisfied, you can request a review of your complaint, in writing. Once received, your complaint will be reviewed and we will send you a final viewpoint response in writing within two weeks from receipt of your request for a review. If longer is required you will be notified in writing with an explanation and indication of the timescale.

The address to write to is:
PRSim,
1& 2 Northernhay Place
Exeter
EX4 3QH
Or email info@prsim.co.uk

Stage Three – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint after dealing with the Team Leader and Operations Manager, or 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.

Details of how to contact the Property Ombudsman will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk or email admin@tpos.co.uk.
You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.

The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.

The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/or further action.