{"id":5078,"date":"2026-06-15T14:25:08","date_gmt":"2026-06-15T14:25:08","guid":{"rendered":"https:\/\/idyproperty.co.uk\/complaints-procedure\/"},"modified":"2026-06-15T15:22:50","modified_gmt":"2026-06-15T15:22:50","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/idyproperty.co.uk\/zh-hant\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"5078\" class=\"elementor elementor-5078 elementor-5031\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-33cf358 e-flex e-con-boxed e-con e-parent\" data-id=\"33cf358\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ab14994 elementor-widget elementor-widget-heading\" data-id=\"ab14994\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Procedure<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-035d106 elementor-widget elementor-widget-text-editor\" data-id=\"035d106\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>We are only permitted to deal with and discuss the complaint with the complainant and \/ or the properly appointed representative of the complainant.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1ab6ae elementor-widget elementor-widget-heading\" data-id=\"f1ab6ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Stage 1<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4213f91 elementor-widget elementor-widget-text-editor\" data-id=\"4213f91\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that they have a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. <\/p><p>You can expect your complaint to be acknowledged within three working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to idy@idyproperty.co.uk.  <\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75c0a8a elementor-widget elementor-widget-heading\" data-id=\"75c0a8a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Stage 2<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11a4bb2 elementor-widget elementor-widget-text-editor\" data-id=\"11a4bb2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you are not satisfied with the initial response to the complaint then you can write to 39 Lunds Farm Road, Woodley RG5 4PZ and ask for your complaint and the response to be reviewed. You can expect acknowledgement of your request within four working days of receipt and a response within 15 working days. <\/p><p>We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to investigate fully. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.   <\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-589fd8e elementor-widget elementor-widget-heading\" data-id=\"589fd8e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Final Stage<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c92c12b elementor-widget elementor-widget-text-editor\" data-id=\"c92c12b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you are not satisfied with our final view, which will be expressed in the written statement then you have the following two options to pursue the matter further:<\/p><p>We belong to the following property redress scheme &#8211; Property Redress Scheme (PRS) or UKALA and you can seek redress by writing to the scheme at:<\/p><ul><li>Address: Premiere House, First Floor, Elstree Way, Borehamwood WD6 1JH<\/li><li>Telephone no: 0333 321 9418<\/li><li>Website: www.propertyredress.co.uk<\/li><li>Email: info@propertyredress.co.uk<\/li><\/ul><p>A referral to our redress scheme must be made within 12 months of our final view statement.<\/p><p> <\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Procedure We are only permitted to deal with [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-5078","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/pages\/5078","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/comments?post=5078"}],"version-history":[{"count":1,"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/pages\/5078\/revisions"}],"predecessor-version":[{"id":5079,"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/pages\/5078\/revisions\/5079"}],"wp:attachment":[{"href":"https:\/\/idyproperty.co.uk\/zh-hant\/wp-json\/wp\/v2\/media?parent=5078"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}