Empowered Edge In-House Complaints Procedure
At Empowered Edge, we are dedicated to delivering exceptional service to all our clients and customers. If something doesn’t meet your expectations, please let us know. Your feedback helps us improve and maintain the high standards we aim for.
If you have a complaint about Sales, Lettings, Property Management, Maintenance, or Renovations we ask that you share it in writing with as much detail as possible. Please send your complaint to [email protected].
We are committed to addressing your concerns promptly and fairly, following the process outlined below:
What Happens Next?
- Acknowledgment
- At Empowered Edge, we know how important it is to feel heard when something goes wrong. That’s why we will acknowledge receipt of your complaint in writing within five working days of receiving it. This initial step ensures you know your concerns are being addressed promptly.
- Investigation
- We are committed to a thorough and impartial review of your concerns. Your complaint will be investigated by a senior member of our team who will examine your case in detail, including consulting with the relevant team members involved. Within 15 working days of our acknowledgment, we will provide you with a formal written response that explains the findings of our investigation and any actions we will take to resolve the matter.
- Escalation to the Property Redress Scheme
- Our ultimate goal is to address every issue to your satisfaction. However, if after our final response you remain dissatisfied, you can escalate your complaint to the Property Redress Scheme (PRS) for an independent review.
- Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
Hertfordshire, WD6 1JH
0333 321 9418
www.theprs.co.uk
- Property Redress Scheme
- The PRS provides an impartial and binding resolution process, ensuring that your concerns are given the independent attention they deserve.
- Our ultimate goal is to address every issue to your satisfaction. However, if after our final response you remain dissatisfied, you can escalate your complaint to the Property Redress Scheme (PRS) for an independent review.
Our Commitment to Outstanding Service
At Empowered Edge, we are genuinely committed to providing exceptional service that ultimately exceeds expectations. We believe that open communication, attention to detail, and proactive problem-solving are the foundations of strong client relationships.
While we hope to never receive a complaint, we understand that challenges can arise. That’s why we have this process in place: to demonstrate our commitment to addressing concerns thoughtfully and professionally. Your satisfaction and trust are at the heart of what we do, and we will always strive to make things right.
If you have any concerns or questions about this process, please don’t hesitate to contact us at [email protected].
Thank you for giving us the opportunity to resolve any issues and to continue improving the services we provide.
The Empowered Edge Team