Complaints
procedure

If you have a complaint, please put it in writing.

Please send your complaint by email to info@relianceestates.co.uk. You can also write to us at the postal address below. Online submission through the form on this page is not yet available.

Please provide as much information as possible so that we can properly understand your concerns and investigate the matter.

Please send complaints to:

Once we receive your complaint, we aim to acknowledge it in writing within 5 working days.

Your complaint will be investigated by a senior member of staff.

Where reasonably possible, the investigation will be handled by someone who has not been directly involved in the matter being complained about.

We will review the relevant information available to us, which may include:

• Correspondence
• File notes
• Tenancy or agency documentation
• Payment records
• Property records
• Photographs
• Contractor information
• Other relevant evidence

We may contact you if we require further information or clarification.

Our aim is to provide you with a full written response within 28 working days of acknowledging your complaint.

If additional time is required, we will explain the reason and provide an update on when you can expect our response.

If you remain dissatisfied after receiving our response, you may ask us to review the matter and provide our final position.

Once our internal complaints process has been completed, we will confirm our final response to the complaint in writing.

This will explain our position and, where appropriate, any action we propose to take.

Reliance Estates (Leigh) Limited is a member of the Property Redress Scheme (PRS).

If you remain dissatisfied after completing our internal complaints procedure, you may be able to refer your complaint to the Property Redress Scheme for independent consideration.

The Property Redress Scheme requires complainants to first give the member an opportunity to resolve the complaint.

A complaint may normally be referred to PRS where:

• You have completed our internal complaints procedure and remain dissatisfied; or
• Eight weeks have passed since your written complaint and the matter has not been satisfactorily resolved.

Under the current PRS Terms of Reference, complaints should normally be raised with PRS within 6 months of the last correspondence you received from the member.