Complaints Handling
Our complaints handling procedure ensures that every client has a transparent and fair avenue for resolving any dissatisfaction with our services. We aim to handle complaints in a timely and professional manner, using feedback to improve our standards.
This procedure applies to all complaints relating to our estate agency services, including sales and other customer service interactions.
Making a Complaint
Complaints can be submitted:
In writing: Michael Clark Residential, 340 The Crescent, Colchester, CO4 9AD
By email: michael@
Full name and contact details
Property address involved (if applicable)
Detailed description of the complaint
Relevant dates, times, and any supporting documents
Acknowledgement of Complaint
We will acknowledge receipt of the complaint within 3 working days, confirming that it has been received and providing the name and contact details of the person handling the complaint.
Stage 2: Investigation
A Director of Michael Clark Residential will handle the complaint. They will be responsible for reviewing all relevant information and responding appropriately.
We aim to investigate and respond to complaints within 15 working days of acknowledgement.
If more time is required, we will inform the complainant in writing, explaining the delay and providing a revised timeframe.
The complaint handler will:
Review all documentation related to the complaint
Speak to any involved staff members
Investigate any relevant procedures or policies to identify potential issues
Stage 3: Response to the Complaint
Formal Written Response
The complaint handler will send a formal written response, which will include:
A summary of the complaint
Details of the investigation process
Conclusions based on the evidence gathered
Any corrective actions or compensation offered, if applicable
Resolution Confirmation
If the complainant accepts the response, we will confirm the resolution in writing, and the complaint will be considered closed.
Stage 4: Escalation Process
External Escalation to The Property Redress Scheme (PRS)
If the complainant remains dissatisfied after the internal review, they may escalate the complaint to The Property Redress Scheme (PRS), of which we are a member. The PRS will conduct an independent investigation and make a binding decision.
Contact Details for The PRS:
Address: 1st Floor Studio, Property Redress Scheme, Limelight, 3 Elstree Way, Borehamwood, WD6 1JH
Phone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.co.uk
Note: Complaints must be referred to the PRS within 12 months of the agency’s final response.
Stage 5: Monitoring and Continuous Improvement
Complaint Recording
All complaints will be logged and recorded in our internal system, including details of the complaint, investigation, outcome, and any corrective actions taken.
This complaints procedure is reviewed annually to ensure it remains effective and in compliance with industry standards and regulations.