Introduction
At Alliance London, we are committed to delivering exceptional service to all our clients. However, if something goes wrong, we welcome the opportunity to put it right. We treat complaints seriously and aim to handle them fairly, promptly, and efficiently.
This procedure is designed in line with the requirements of the Property Redress Scheme (PRS) and current consumer protection laws.
Stage One – Informal Resolution
We recommend that, in the first instance, you raise any concerns directly with the member of staff involved. Many issues can be resolved quickly and informally. If your concern cannot be resolved informally, you may proceed to make a formal complaint.
Stage Two – Formal Complaint
If the issue remains unresolved, please submit your complaint in writing to:
Complaints Manager, Alliance London, 1 Milligan Street, London E14 8AU.
Email: feedback@alliance-london.co.uk
Phone: 020 7096 1588
Please ensure your written complaint includes:
• Your full name and contact details
• The address of the property (if relevant)
• A clear description of your complaint
• Details of any actions taken so far
• Copies of relevant supporting documentation
Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
Investigation and Response
A senior member of staff or the Complaints Manager (not directly involved in the matter) will investigate your complaint thoroughly.
We will provide a formal written response within 15 working days. If more time is needed, we will inform you of the delay and explain why, with a final response provided within 28 working days.
Stage Three – Final Review
If you remain dissatisfied with our response, you may request a final review by a director or senior partner of Alliance London. This must be requested within 10 working days of our previous response.
A final written outcome will be issued within 15 working days of your request.
Stage Four – Referral to the Property Redress Scheme
If, after our final response, you are still unhappy, or eight weeks have passed since you initially raised your formal complaint without resolution, you can refer the matter to the Property Redress Scheme.
You must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter.
Property Redress Scheme (PRS) Premiere House, 1st Floor Elstree Way, Borehamwood, WD6 1JH .
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Phone: 0333 321 9418
Record Keeping
We will maintain a written record of all complaints, responses, and actions taken for a period of at least 6 years, in line with our data protection obligations and the PRS’s requirements.
Review
This complaints procedure is reviewed annually to ensure compliance with current regulations and to improve client service standards.