Complaints
City Financial Property Services
Complaints Handling Procedure
Our commitment to you
At City Financial Property Services, we are committed to providing a professional, transparent and reliable service to our clients and customers. We take all complaints seriously and view feedback as an opportunity to improve our services.
If you are dissatisfied with any aspect of our estate agency, lettings or property management services, we encourage you to tell us so that we can investigate your concerns and work towards a fair resolution.
City Financial Property Services is a member of the Property Redress Scheme (PRS), an independent redress scheme for property agents. If we are unable to resolve your complaint through our internal complaints procedure, you may be able to refer it to the PRS, subject to its eligibility criteria.
Stage 1: Informal Resolution
If you have a concern about our services, we encourage you to contact the member of staff you have been dealing with in the first instance.
We will listen to your concerns, seek to understand the issues raised and do our best to resolve the matter promptly and informally wherever possible.
If the matter cannot be resolved informally, or you remain dissatisfied, you may submit a formal written complaint.
Stage 2: Formal Written Complaint
Please submit your complaint in writing using the contact details below:
City Financial Property Services
- Email: Please telephone 020 8981 4411 to obtain email address
- Postal address: City Financial Property Services, 91 Roman Road, London E2 0QN
- For the attention of: The Complaints Manager
To help us investigate your complaint effectively, please include:
- Your full name and contact details.
- The property address, where applicable.
- A clear description of the complaint and the issues you would like us to investigate.
- Relevant dates, names of staff involved and copies of any supporting correspondence or documents.
- Details of the outcome or resolution you would like us to achieve.
Stage 3: Acknowledgement and Investigation
We will acknowledge receipt of your formal written complaint within three working days, in accordance with our complaints handling procedure.
Your complaint will be reviewed fairly and objectively. Where appropriate, it will be investigated by a senior member of staff or the Complaints Manager who was not directly involved in the matter being complained about.
We will review the relevant records, correspondence and evidence, and may contact you if further information or clarification is required.
We aim to provide a full written response within 10 working days of issuing our acknowledgement.
If we are unable to complete our investigation within this period, we will inform you of the reason for the delay and provide an estimated date for our full response.
Our response will address the issues raised, explain our findings and set out any proposed resolution or action we consider appropriate.
Stage 4: Final Response and Internal Review
If you remain dissatisfied following our response, please let us know in writing, explaining which aspects of our findings or proposed resolution you disagree with.
Where appropriate, a senior member of management will review the matter and consider whether any further investigation or action is necessary.
We will provide a written outcome setting out our final position on the complaint.
Stage 5: Referral to the Property Redress Scheme (PRS)
If we are unable to resolve your complaint to your satisfaction after you have followed our internal complaints procedure, you may refer the matter to the Property Redress Scheme, provided the complaint meets its eligibility requirements.
The PRS generally requires consumers to have raised their complaint in writing with the agent and allowed up to eight weeks for the agent to investigate and respond. It may also consider complaints where a final response has been issued earlier, subject to its current rules and eligibility criteria.
You should check the PRS's current requirements and applicable time limits before submitting your complaint.
Property Redress Scheme (PRS)
Website: https://www.propertyredress.co.uk/consumers
You can find information about the scheme, its complaints process and how to submit a complaint on its website.
The PRS provides an independent route for resolving eligible complaints. Its service is free for consumers making a complaint.
Our Commitment
City Financial Property Services is committed to handling all complaints professionally, fairly and impartially. We will treat complainants with courtesy and respect, keep them informed of progress where appropriate, and use feedback to identify opportunities to improve our services.
We appreciate the opportunity to address concerns and work towards a satisfactory resolution.
City Financial Property Services
Estate Agency, Lettings and Property Management