Complaints & Redress
COMPLAINTS & REDRESS
The Homebound Group Ltd
Company Number: 15125803
We take complaints seriously
We aim to provide a professional, responsive and reliable service.
If you are unhappy with any aspect of our service, we want to know about it.
We encourage customers to raise concerns with us directly in the first instance so that we have the opportunity to investigate the matter and put things right where appropriate.
1. Step One — Contact us
We operate a clear internal complaints procedure designed to give you the opportunity to have your complaint reviewed and resolved at an appropriate level within the business.
Stage One — Branch Manager
In the first instance, complaints should be raised with the Branch Manager, who will review the matter and seek to resolve the complaint.
Stage Two — Director Review
If you remain dissatisfied following the Branch Manager's response, you may request that the matter is escalated to Director level for further review.
The Director will consider the complaint, the previous response and any relevant information before providing a further written response.
2. Our complaints process
We will acknowledge and investigate complaints appropriately and aim to resolve them as quickly and fairly as reasonably possible.
We may ask for additional information or documentation where this is necessary to investigate the matter.
Once we have completed our investigation, we will provide a written response explaining our position and, where appropriate, any action we propose to take.
3. If you remain dissatisfied
If you remain dissatisfied following our response, or if your complaint has not been resolved within the applicable period, you may be entitled to refer the matter to our independent redress provider.
Property Redress Scheme
The Homebound Group Ltd is a member of the Property Redress Scheme.
Membership number: PRS045133
The Property Redress Scheme provides an independent complaints and redress service for eligible complaints concerning property agents.
The scheme generally requires a complainant to have first raised a formal complaint with the member and allowed the member the opportunity to resolve it. Under the scheme's current complaint conditions, a complainant may refer a matter where they remain dissatisfied following the member's response or where eight weeks have passed without resolution.
Further information about the Property Redress Scheme and its complaints process is available from the scheme directly.
We encourage complaints to be resolved directly with us wherever possible, but you retain your right to access independent redress where the relevant requirements are met.
4. Client Money Protection
Where applicable, client money held by The Homebound Group is protected through our membership of an approved Client Money Protection scheme.
Scheme: Money Shield
Membership number: 82244664
The Client Money Protection scheme provides protection in circumstances where a property agent is unable to repay client money.
Government requirements provide that qualifying letting and property management agents in England who hold client money must belong to an approved Client Money Protection scheme and display their certificate on their website.
Our current Client Money Protection certificate can be made available upon request and, where required, displayed on our website.
5. Tenancy deposit disputes
Complaints specifically concerning the return or allocation of a tenancy deposit may be subject to the rules and dispute-resolution procedures of the tenancy deposit protection scheme holding the deposit.
Where a tenancy deposit is protected through The Deposit Scheme (TDS), the applicable TDS dispute-resolution process may apply.
This process is separate from our general complaints procedure.
6. Matters outside our complaints procedure
Certain matters may need to be dealt with through another appropriate process.
For example, disputes concerning:
Tenancy deposits;
Court proceedings;
Legal claims;
Regulatory enforcement;
Matters already being considered by another independent dispute-resolution body; or
Issues outside the jurisdiction of the Property Redress Scheme
may need to be referred to the appropriate organisation or legal process.
Where appropriate, we will explain which process may apply.
7. Our commitment
We aim to deal with complaints fairly, professionally and transparently.
We will use complaints to identify areas where our service can be improved and will seek to resolve genuine issues wherever reasonably possible.
8. Contact us
The Homebound Group Ltd
Company Number: 15125803
Registered Office:
Suite RA01
195–197 Wood Street
London
E17 3NU
Email: contact@homeboundgroup.co.uk
Telephone: 020 4542 3437