Complaints Policy

Welcome to Peninsular Property (“us,” “we,” or “our”). We value our users’ feedback and are committed to addressing any concerns or complaints in a fair, transparent, and timely manner. This Complaints Policy outlines our approach to handling complaints and resolving issues.

1. Making a Complaint

If you have a complaint related to our services, website, or any other matter, please follow these steps:

• Contact us: You can submit your complaint by emailing us at info@peninsularproperty.net.
• Provide details: When contacting us, please provide clear and specific details regarding your complaint, including your contact information.

2. Acknowledgement

Upon receiving your complaint, we will promptly acknowledge its receipt, usually within 24 hours. This acknowledgement will include a reference number for your complaint.

3. Investigation and Resolution

We will thoroughly investigate your complaint to understand the issue and its root causes. We aim to resolve complaints as quickly as possible, and most complaints will be addressed within 10 working days. In more complex cases, the resolution may take longer, but we will keep you informed of the progress.

4. Communication

Throughout the complaint process, we will keep you informed of our progress and any steps taken to address the issue. We are committed to open and transparent communication.

5. Record-Keeping

We maintain records of all complaints and their resolutions for internal purposes and to ensure continuous improvement in our services.

6. Contact Us

If you have a complaint or need further information about our Complaints Policy, please contact us at:

Maritime House, Ball’s Rd,
Birkenhead,
Prenton,
CH43 5RE

Phone: 0151 378 1074
Email: info@peninsularproperty.net

7. Escalating Complaints

At Peninsular Property, we are committed to resolving customer complaints internally to ensure your satisfaction. However, if you feel that your concern hasn’t been adequately addressed, you have the option to escalate the matter to our governing body, The Property Redress Scheme (PRS).

The Property Redress Scheme (PRS) is an independent organization dedicated to resolving disputes between consumers and property professionals. As a member of PRS, we are obliged to inform you of this avenue for further complaint resolution.

If you wish to escalate your complaint to PRS, please contact them directly for additional guidance on the process.

Your feedback is important to us, and we aim to provide a transparent and effective resolution process for any concerns you may have.

8. Conclusion

Our Complaints Policy demonstrates our commitment to resolving issues and concerns promptly and fairly. Your feedback is essential in helping us improve our services and maintain trust and credibility.