At CrestHall Property Management Limited, we pride ourselves on providing a professional and transparent service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

 

Stage One: Informal Resolution

We find that most issues can be resolved quickly by speaking directly with the member of staff or department involved. We encourage you to reach out to your primary point of contact via phone or email to discuss your concerns.

Stage Two: Formal Internal Investigation

If the informal stage does not reach a satisfactory conclusion, or if you prefer to bypass it, you may trigger our formal procedure.

1. Submitting your complaint

Please send our formal complaint in writing (by letter or email) to our designated Complaints Officer:

• Title: The Complaints Officer
• Address: First Floor Latitude House, Harmony Way, London, NW4 2BZ
• Email: info@cresthall.co.uk

2. Acknowledging your complaint

We will acknowledge your complaint within 3 working days of receipt.

3. Investigation

A senior member of staff (who has not been directly involved in the matter) will conduct a thorough internal investigation.

4. Response

We will provide a formal written outcome of our investigation within 15 working days of the acknowledgement.

Stage Three: Final Viewpoint

If you remain dissatisfied with the initial formal process, you may request a final review. This will be handled by a Director or Principal of the firm.

• They will review the file and the previous investigation.
• A Final Viewpoint Letter will be sent to you within 15 working days of your request for a review. This letter will confirm our final position and explain the reasons for it.

Stage Four: External Redress

If you are still not satisfied after receiving our Final Viewpoint Letter (or if more than 8 weeks have passed since you first complained), you can refer the matter to our independent redress scheme.

Property Redress Scheme (PRS)

• Address: PRS, Lumiere House, Elstree Way, Borehamwood, WD6 1JH
• Phone: 0333 321 9418
• Website: propertyredress.co.uk

Please note: You must refer your complaint to the PRS within 12 months of receiving our Final Viewpoint Letter.