Complaints Policy
Eastaway Property Services Limited
Effective from: May 2025
At Eastaway Property, we are committed to delivering an exceptional level of service to all clients. However, we recognise that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we want to hear from you. Not only do we take complaints seriously, but we also treat them as an opportunity to listen, respond and improve.
This policy explains how you can make a complaint, how we will handle it, and your right to refer the matter to our redress scheme if you remain unsatisfied.
1. Who This Policy Applies To
This policy applies to any individual or organisation who has used or interacted with our services, including sellers, buyers, landlords, tenants, and those who have made enquiries, viewed properties or requested valuations.
2. Our Commitment
To resolve complaints fairly, promptly and professionally
To be transparent in how we investigate and respond
To learn from feedback and make improvements where needed
To fully comply with our legal obligations under the Digital Markets, Competition and Consumers Act 2024 and our membership with the Property Redress Scheme (PRS)
3. How to Make a Complaint
You can make a complaint by:
Email: [email protected]
Post: Eastaway Property, 63 Scotgate, Stamford, PE9 2YB
Phone (for guidance only): 01780 672030
If you prefer, we can provide a Complaints Form to complete.
Please include as much information as possible:
Your full name and contact details
The property or service the complaint relates to
Names of any staff involved
A clear description of the issue
Any supporting documents or evidence
What outcome you would consider a fair resolution
4. Our Complaints Process
We operate a two-stage complaints procedure.
Stage One: Formal Complaint
Your complaint will be acknowledged in writing within 3 working days. It will then be investigated by a senior member of our team, and we aim to respond fully within 15 working days. If more time is required, we will keep you updated.
You will receive a written outcome, along with confirmation of your right to escalate the matter if you remain dissatisfied.
Stage Two: Appeal
If you are not satisfied with the outcome of Stage One, you can escalate your complaint to a director within 14 working days. Your appeal will be acknowledged within 3 working days, and a final written response will be issued within 15 working days, unless otherwise advised.
5. Property Redress Scheme – External Review
If you are still not satisfied after our final response, you may refer your complaint to our independent redress scheme, which is:
The Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: complaints@theprs.co.uk
Phone: 0333 321 9418
Post: Premiere House, Elstree Way, Borehamwood, WD6 1JH
You must refer your complaint within 6 months of receiving our final response.
The PRS provides an impartial and free-to-use service for consumers, and we are fully bound by their decisions.
6. Confidentiality and Data Protection
All complaints are handled confidentially and in accordance with current data protection laws. Information is only shared with individuals directly involved in investigating the complaint.
7. Updates and Review
This policy is reviewed regularly to ensure it remains compliant with the law and reflects best practice. The most recent review was completed in May 2025 to reflect changes brought in by the DMCC Act 2024 and our internal process updates.
For any questions about this policy, please contact Eastaway Property on 01780 672030 or email [email protected]