Support & resolution
Complaints procedure
Draft for owner and UK legal review — not legal advice or legal sign-off. This procedure is for PROPERTYSOURCE.PRO LTD. Effective date: [TODO: approve policy effective date].
1. Tell us what happened
Submit a complaint using the contact page. Choose “Compliance & verification” where relevant and explain the outcome you are seeking. Please do not include payment-card details or identity documents.
2. Acknowledgement and investigation
Include the relevant listing or transaction reference, what happened, relevant dates and the outcome you seek. We will acknowledge receipt, consider the evidence fairly and request further information if needed. Acknowledgement and responsibility: [TODO: approve acknowledgement target and responsible role]. Progress updates: [TODO: approve progress-update frequency]. You may ask us to accommodate reasonable accessibility needs.
3. Written outcome
We will explain our findings, any proposed remedy and the reasons for our decision. If we cannot resolve the matter within the approved target, we will explain why and when to expect a further response. Final response: [TODO: approve final-response target and delay-notification procedure]. Where practicable, a review should be handled by someone not directly involved in the complaint.
4. Escalation
If you remain dissatisfied, request an internal review through the contact form or registered office. Redress membership: [TODO: redress scheme and membership number]. [TODO: confirm scheme contact details, referral eligibility, waiting periods and referral deadline; do not imply membership before confirmation]. We do not claim membership of a scheme whose details have not been confirmed. Data-protection concerns may be raised directly with the ICO. This procedure does not remove statutory rights or access to the courts.
5. Records and confidentiality
Use complaint information only for investigation, resolution, service improvement and applicable legal duties. Share it only where necessary and apply the retention schedule described in our privacy notice. Do not include full payment-card details, passwords or unnecessary third-party personal information.
Company identity: PROPERTYSOURCE.PRO LTD · Company number: 17552051 · Registered office: Suite 34, Cariocca Business Park, 2 Sawley Road, Manchester, England, M40 8BB