Dispute Resolution Procedure

Wren & Co Residential continuously push to provide our clients and customers with the highest possible level of customer service. Sometimes things don’t go to plan and in these cases, we rely on our client’s feedback to help improve our service. If you feel like you would like to raise a concern, we would like to hear from you and endeavour to solve any grievances as quickly as possible. Customer satisfaction is extremely important to us and we will deal with any complaints with professionalism and fairness.

Stage one: Contact us

Please put your complaint in writing and send it by email to dispute@wrenresidential.com. We will acknowledge your complaint within 3 working days and after investigating the contents of your complaint will send you a response within 14 calendar days. We will work as hard as we can to settle the issue at this stage but if you feel there are outstanding points from your initial communication please move on to stage two.

Stage two: Director

If you feel like your complaint hasn’t been resolved you may wish to escalate your complaint to stage two. You will need to advise us of any discrepancies, please email directors@wrenresidential.com and we will acknowledge your communication withing 3 working days and issue you with our final perspective within 14 calendar days of receipt.

Stage three: Property Redress Scheme

If after receiving our final response from stage two you are still not satisfied we would advise you to contact our independent redress scheme, Property Redress Scheme.

Property Redress Scheme 1 College Yard, 56 Winchester Avenue, London, NW6 7UA Email: info@theprs.co.uk telephone: 0333 321 9418 website: www.theprs.co.uk

Any complaint to The Property Redress Scheme must be made within twelve months of the incident you are complaining about. The Property Redress Scheme requires that all complaints are addressed through this Internal Complaints Procedure, before being submitted for an independent review