Learn about the Yes Properties Internal Complaints Procedure. We are committed to resolving complaints fairly, promptly and professionally. If we cannot resolve your complaint, you may be able to refer it to the Property Redress Scheme after our internal process has been completed.
Introduction
At Yes Properties, we are committed to delivering a professional, transparent and high standard of service to all of our clients and customers. We understand that, despite our best efforts, there may be occasions where you feel dissatisfied with the service you have received.
We welcome complaints as an opportunity to investigate concerns, put matters right where appropriate, and continually improve our services.
Our aim is to resolve complaints fairly, promptly and courteously through our Internal Complaints Procedure. In most cases, complaints can be resolved directly with us without the need for external intervention.
If, after completing our Internal Complaints Procedure, you remain dissatisfied with our final decision, you may be entitled to refer your complaint to our independent redress scheme, the Property Redress Scheme (PRS), subject to their eligibility criteria.
Our Commitment
When handling complaints, we will:
Treat every complaint seriously and impartially.
Acknowledge your complaint promptly.
Carry out a fair and thorough investigation.
Keep you informed throughout the process.
Provide a clear written response explaining our findings.
Where appropriate, offer a suitable resolution.
Learn from complaints to improve our services.
What Is A Complaint?
A complaint is any expression of dissatisfaction regarding the service provided by Yes Properties, our staff, contractors or representatives, where you believe that our actions or omissions have caused inconvenience, financial loss, distress or failed to meet the standards you reasonably expected.
This procedure applies to complaints relating to our estate agency, lettings, property management and associated services.
Who Can Make A Complaint?
Anyone who has received services from Yes Properties, including:
- Sellers
- Buyers
- Landlords
- Tenants
- Applicants
- Guarantors
- Prospective Clients
- Members of the public directly affected by our services
Before Making A Formal Complaint
Many concerns can be resolved quickly by speaking with the member of staff dealing with your matter.
If your concern cannot be resolved informally, you may submit a formal complaint using our Complaint Form.
How To Submit A Complaint
Please provide as much information as possible, including:
- Your full name
- Contact details
- Property address (if applicable)
- Reference number (if known)
- Details of your complaint
- Dates of relevant events
- Names of staff involved (if known)
- Copies of supporting documents
- The outcome you are seeking
Complaints may be submitted through:
- Our online Complaint Form
- Email to icp@yesproperties.co.uk
- Post
- Hand delivery to our office
Our Complaints Process
Stage One – Complaint Received
Once we receive your complaint we will:
✔ Acknowledge receipt within 3 working days.
✔ Allocate a complaint reference number.
✔ Confirm who will investigate your complaint.
Stage Two – Investigation
A senior member of staff who has not been directly involved in the matter will investigate your complaint.
The investigation may include:
- Reviewing documents
- Reviewing correspondence
- Speaking with staff members
- Reviewing property records
- Contacting you if further information is required
Stage Three – Written Response
We aim to issue our written response within 15 working days.
Our response will explain:
- Our findings
- Whether your complaint has been upheld
- Any actions taken
- Any proposed remedy
- The reasons for our decision
Stage Four – Final Review
If you remain dissatisfied, you may request that your complaint is reviewed by a Director or our appointed Complaints Officer.
We aim to provide our Final View within a further 15 working days.
Final View
Once our Final View has been issued, our Internal Complaints Procedure will be considered exhausted.
If you remain dissatisfied after receiving our Final View, you may be able to refer your complaint to the Property Redress Scheme.
Independent Redress
Yes Properties is a member of the Property Redress Scheme (PRS).
If you remain dissatisfied after completing our Internal Complaints Procedure, you may refer your complaint to the Property Redress Scheme, subject to their eligibility requirements and time limits.
Please note that the Property Redress Scheme will generally expect our Internal Complaints Procedure to have been completed before they will consider your complaint.
Complaints We Cannot Consider
We may not be able to investigate complaints where:
- Court proceedings have commenced.
- The matter has already been determined by a court.
- The complaint is anonymous and insufficient information has been provided.
- The complaint falls outside our services.
- The complaint is considered vexatious or abusive.
- The complaint is submitted outside any applicable limitation periods.
Accessibility
If you require this procedure in an alternative format or need assistance making a complaint due to disability, language or other accessibility needs, please contact us and we will do our best to assist.
Confidentiality
All complaints are handled confidentially and in accordance with our Privacy Policy. Information will only be shared where necessary to investigate and resolve the complaint or where required by law.
Our Commitment to Continuous Improvement
Every complaint provides us with an opportunity to improve our services. We regularly review complaints to identify trends, improve procedures and enhance the experience we provide to our clients and customers.
Frequently Asked Questions
How long will my complaint take?
We aim to acknowledge complaints within three working days and provide our initial written response within fifteen working days.
Can someone complain on my behalf?
Yes, provided we have your written authority.
Can I submit supporting documents?
Yes. We encourage you to include any documents, photographs or correspondence that may assist our investigation.
Will making a complaint affect my tenancy, sale or purchase?
No. Making a genuine complaint will not adversely affect the service we provide to you.
What if I am still unhappy?
Once you have received our Final View, you may be able to refer your complaint to the Property Redress Scheme.
Need to make a complaint?
Use our Online Complaint Form to submit your complaint securely together with any supporting documents.
