Complaints Procedure

At Vicarys Property Management & Lettings, we aim to provide a professional, transparent, and reliable service at all times. However, if you feel dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate the matter and work towards a resolution as quickly as possible.

We are committed to treating all complaints fairly and will make reasonable adjustments where needed for customers who may require additional support due to disability, illness, language barriers, bereavement, financial circumstances, or other personal situations.

How to Make a Complaint
Complaints should be submitted in writing wherever possible, including as much detail as you can regarding the issue.

‍Email: info@vicarysproperty.co.uk
Address: 99A Canterbury road, Whitstable, Kent, CT5 4HG

Our Complaints Process
- We will acknowledge your complaint in writing within 3 working days of receiving it.
- Your complaint will then be reviewed internally by a senior member of the business, who will investigate the matter thoroughly and speak with any relevant parties if required.
- We aim to provide a formal written response within 15 working days of receiving your complaint.
- If you are unhappy with the outcome, you may request a further review of the matter.
- Following the review, we will issue our final written response within 15 working days.

If more than 8 weeks have passed since your complaint was first raised, or you remain dissatisfied after receiving our final response, you may refer the matter to the Property Redress Scheme for independent review.

Property Redress Scheme
Vicarys Property Management & Lettings is a member of the Property Redress Scheme. View Our Property Redress Certificate

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Website: Property Redress Scheme Complaints Information

‍Please note that complaints must first go through our internal complaints procedure before they can be considered by the Property Redress Scheme. Any referral should normally be made within 12 months of our final written response.