We aim to provide a first-class service to every client, and to put things right quickly if something falls short. This policy explains how to raise a complaint, what to include, how quickly we will respond, and how to escalate your complaint if you are not satisfied with the outcome. Select a section below to read more.
Last updated: 7 July 2026 • Company No: 15931003 • Property Redress Scheme: PRS048260 • ICO Registration: ZB777011
How to Make a Complaint
If you are dissatisfied with any aspect of the service you have received, we ask that you first speak to the person who has been your main contact and explain the problem. Many issues can be resolved quickly this way.
If you remain unhappy with how the matter has been dealt with, please set out your complaint in writing:
- Email: info@quinnpremierproperties.com
- Post: Quinn Premier Properties Ltd, Flat 24, Broadway House, 3 High Street, Bromley, BR1 1AH
What to Include
To help us resolve your complaint as quickly as possible, please include the following information and evidence where applicable:
- An outline of your complaint, explaining where you feel we have fallen short of our usual standard of service.
- What you would like us to do to resolve the issue.
- The names of the people involved.
- Any supporting documents.
On receipt of your complaint, we will investigate the issues you have raised fully and respond to you accordingly.
Our Timescales
We will handle your complaint within the following timescales:
- You will receive an acknowledgement of receipt within 3 working days of us receiving your complaint.
- You will receive a full response within 10 working days of the acknowledgement.
- If we are unable to resolve the matter within those 10 working days, we will explain why and give you an estimate of when you can expect a full response.
- After our final written response, we may consider the complaint closed. Once a matter is closed, we reserve the right not to enter into any further correspondence about it.
Escalating to the Property Redress Scheme
We are members of the Property Redress Scheme (Membership No: PRS048260), a government-approved redress scheme that resolves complaints between members and their consumers. If you have exhausted our complaints procedure and remain unhappy with our response, you can ask the Property Redress Scheme to investigate your complaint. The scheme is free for you to use.
Before the Property Redress Scheme can consider your complaint, you must have:
- Made an official complaint to us in writing.
- Given us at least 8 weeks to respond to your complaint.
- Contacted the scheme within 6 months of our last communication with you about the complaint.
To make a complaint, contact the Property Redress Scheme directly or visit their website and complete a complaints form:
- Website: www.theprs.co.uk
- Email: info@theprs.co.uk
- Telephone: 0333 321 9418
- Post: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Regulatory Information
- Property Redress Scheme: Quinn Premier Properties Ltd, Membership No PRS048260.
- Information Commissioner’s Office: Quinn Premier Properties Ltd, Reference ZB777011.
- Company Number: 15931003.
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