Complaints
If we get it wrong, here’s exactly how to make it right.
A complaints procedure you can actually follow — with a named person, real timescales, and an independent body at the end of it who can rule against us.
Step 1 — tell Sophie
Most problems are fixable fast. Call 0191 249 3969 (8am–8pm, seven days) or email [email protected] with “complaint” in the subject and we’ll try to sort it there and then.
Step 2 — formal written complaint
If it isn’t resolved, put it in writing (email, or post to Portfolio Lab Property Limited, 24 Bell Lane, Blackwater, Camberley GU17 0NW). We’ll acknowledge within 3 working days, investigate, and send a full written response within 15 working days. If we need longer we’ll tell you why and when. If you’re not satisfied, ask for a final viewpoint letter — our last word, which also unlocks step 3.
Step 3 — the independent bit
We’re a member of the Property Redress Scheme. If eight weeks pass from your written complaint or you’ve received our final viewpoint letter and still aren’t satisfied, you can escalate to the PRS free of charge at theprs.co.uk. Their decision on a valid complaint binds us — not you. Complaints about how we’ve handled your personal data can also go to the ICO at any time.
One honest note: a complaint never affects an offer or a sale in progress — the price and date in your contract stand regardless.