Your satisfaction matters to us, and we’ll work quickly to put things right

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If you have a complaint, it will be dealt with as per our formal complaints process, set out below: 

 

Details of your complaint should be submitted to us in writing, either using the form below, or by post to: The Directors, Truestone Properties Limited, 9 Goldington Road, Bedford, Bedfordshire, MK40 3JY,  

 

We will confirm we have received your complaint within three working days, we may ask for some further information if required. We will then investigate each point(s) you raise and send you our full response within a further ten working days. If we are unable to resolve your concerns in this time, we will provide you with reasons for any delay and an estimate of when you will receive our full response.

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If you remain unhappy when our final response is complete, you can ask the Property Redress Scheme to investigate your complaint as long as: you have allowed us up to eight weeks from the date we received your written complaint to investigate and respond, and; it is less than one year from the last communication we had with you, about this complaint.

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The Property Redress, a government approved redress scheme who resolve complaints, is free to use for those making a complaint. Learn more by visiting their website: www.propertyredress.co.uk/consumer. To raise a complaint, complete the complaint form, contact the Property Redress directly by email (complaints@propertyredress.co.uk), or post to the following address:

 

Property Redress

Limelight

1st Floor Studio 3

Elstree Way

Borehamwood

Hertfordshire

WD6 1JH