01772 284898 Cotton Court, Church Street, Preston, PR1 3BY
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Complaints

Complaints Procedure

Kellett & Co is committed to high standards of service and compliance. If something has gone wrong, this page explains how complaints are handled.

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Have We Done Something Wrong?

Kellett & Co is committed to the highest standards of service and compliance. The office is bound by the Property Redress Scheme code of practice.

We understand that sometimes things can go wrong and, if they do, we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure is structured to ensure that concerns are dealt with as quickly and efficiently as possible. If you require assistance with this process, please email mail@kellettandco.co.uk.

Our Complaints Process

  1. Making a complaint: Our office is independently owned and the Director is the owner and operator. In the first instance, your complaint should be directed in writing to the Director. Your complaint will be acknowledged within 3 working days. The office will conduct a full and thorough investigation and a full written response will be sent within 15 working days.
  2. If you remain dissatisfied: If you feel the matter remains unresolved, you should write to the Director explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.
  3. Independent redress: In the unlikely event that you are still dissatisfied, you may refer the matter to the Property Redress Scheme within 12 months of the final viewpoint letter.
  4. What next? The Property Redress Scheme will acknowledge receipt of your complaint, request our file and version of events, review the matter, and make a recommendation before a final binding decision is made where applicable.

Important Timing Information

You have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Property Redress Scheme in writing.

If you are still not satisfied after the final stage of the in-house complaint procedure, or if more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from the Property Redress Scheme.