Legal
Complaints Procedure
How we handle your information, our obligations and how to raise a concern.
If you have a question or wish to make a complaint, please contact us directly at:
Farrar and Forbes
1 Arcadia
Market Street
Colne
BB8 0HX
Email: info@farrarandforbes.co.uk
Phone: 01282 914042
How to Make a Complaint
To ensure we fully understand your concerns and maintain an accurate record, please submit your complaint in writing to the address above or via email.
Our Complaints Process
- Acknowledgment and Initial Review
Upon receipt of your complaint, we will acknowledge it promptly and carry out a thorough review. - Response Timescale
We aim to provide a full response or an update on the progress of your complaint within 28 calendar days. - Resolution
We will make every effort to resolve your complaint to your satisfaction. If you are satisfied with the outcome, the matter will be considered closed. - If We Cannot Resolve Your Complaint
Should we be unable to reach a resolution within 8 weeks, you will have the option to escalate your complaint to the Property Redress Scheme.
Escalation to the Property Redress Scheme
If you remain dissatisfied or do not receive a satisfactory response within 8 weeks, you may refer your complaint to the Property Redress Scheme. Before doing so, please ensure that you have:
- Provided your complaint in writing to us
- Allowed up to 8 weeks for a response or resolution
Contact Details for the Property Redress Scheme
Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Additional Information for Consumers
- There is no charge for raising a complaint with us or through the Property Redress Scheme.
- You may withdraw your complaint at any time during the process.