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Complaints Procedure

Making a Complaint

At Idyll Boutique Estate Agents, we are committed to providing exceptional service and ensuring our clients are satisfied. However, if you are unhappy with any aspect of our service, we want to address your concerns promptly and fairly. Below is our complaints procedure, designed in compliance with the Property Redress Scheme.

Step 1: Contact Us

If you have any concerns or complaints, please contact our team directly:

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Email: clientrelations@theidyll.co.uk

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Provide the following details to help us address your concerns:

  • Your name and contact information

  • A detailed description of the issue

  • Any relevant supporting documents

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Step 3: Investigation

A full investigation will be undertaken to thoroughly review your concerns.

Step 4: Formal Written Outcome

You will receive a formal written outcome of our investigation within 14 working days from the date of our acknowledgement. This outcome will detail our findings and any actions we intend to take to resolve the issue.

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If, after receiving our response, you are dissatisfied with the outcome, you are entitled to escalate your complaint.

Step 5: Referral to the Property Redress Scheme

Should you remain unhappy with our final response, you may refer your complaint to the Property Redress Scheme (PRS) for further review.

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The Property Redress Scheme
Website: www.theprs.co.uk
Email: complaints@theprs.co.uk
Phone: 0333 321 9418

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The PRS provides an independent dispute resolution service to ensure your complaint is reviewed impartially.

Further Assistance

We value your feedback and take all complaints seriously, using them as an opportunity to improve our services. If you have any questions about the process, please don’t hesitate to contact us.

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