Our Commitment to Customer Care

At Privé Homes Ltd, we are committed to providing a professional, transparent, and high-quality service to all our clients, landlords, tenants, buyers, and sellers. We recognise that occasionally things may not go as expected, and we welcome the opportunity to resolve any concerns promptly and fairly.

 How to Make a Complaint

Step 1 – Contact Us Directly
If you have a complaint about our service, please submit it to us in writing so we can investigate fully.

📧 Email: complaints@privehomes.co.uk

Please include:

Your full name and contact details
The property address (if applicable)
A clear description of your complaint
Any relevant supporting documents
We will acknowledge receipt of your complaint and aim to resolve the matter as quickly as possible.

Step 2 – Our Internal Complaints Process

We will investigate your complaint thoroughly and provide a full written response.
Please allow up to 8 weeks for our internal complaints process to be completed.

 

Escalating Your Complaint

If you remain dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint and the matter remains unresolved, you may refer your complaint to our redress scheme.

Property Redress Scheme (PRS)

Privé Homes Ltd is a member of the Property Redress Scheme (PRS), a Government-approved, independent redress scheme for estate and letting agents.The PRS offers free, impartial dispute resolution for consumers where complaints cannot be resolved directly with the agent.

PRS Contact Details

Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood
Hertfordshire WD6 1JH
Telephone: 0333 321 9418
Email: complaints@theprs.co.uk
Website: www.theprs.co.uk

 Important Information

You must first allow us the opportunity to resolve your complaint internally before contacting the PRS.
The Property Redress Scheme can only consider complaints once our internal process has been completed or after 8 weeks have passed.
Any decision made by the PRS is binding on us as a member.