Complaints & Procedure

Fab Homes aims at offering the highest level of customer service and takes each and every complaint seriously.

We encourage all feedback, both positive and negative, to ensure that we are continually improving our service to all our customers.

We are members of the Property Ombudsman who are an industry governing body for professional agents. In accordance with their guidelines we have a clear complaints procedure to promptly resolve any grievances which may arise.

Complaints Procedure

We believe that most issues can be resolved by getting in touch with your regular contact within Fab Homes. If, having done this, you remain unhappy about the problem, you may follow these procedures to escalate the matter;

What do I do if I'm unhappy with Fab Homes’ services?

If you are unhappy with the service you have received from Fab Homes, you are entitled to make a complaint.

Who should I complain to initially?

You can raise your concerns immediately by speaking to the member of staff that you are liaising with and try to talk through any concerns or questions that you may have. They may enable you to resolve your concerns without the need to make a formal complaint.

However, if you do not find this satisfactory and wish to take your complaint further, you can do this verbally or in writing by contacting the manager by submitting a formal complaint in writing at complaints@fabhomes.co.uk. Following the conclusion of our in-house investigation and review, we will write to you with a final written statement.

What are the time scales when making a complaint?

The Manager will acknowledge receipt of your complaint within 3 working days. We will send you a detailed response within 15 working days. There is a 12 month timescale for complaints to PRS SCHEME.

Independent Review

In the unlikely event that you are still not entirely satisfied with the final response to your complaint, you can ask the Property Redress Scheme for an Independent review of your case. The Property Redress Scheme is completely independent from Fab Homes and will only take on the case once you have undergone Fab Homes’ in-house complaints procedure.

The Property Redress Scheme contact details are:
The Property Redress Scheme
Premiere House 1st Floor
Elstree Way Borehamwood
Hertfordshire WD6 1JH
SP1 2BP

info@theprs.co.uk

www.theprs.co.uk

Our promise to you

Fab Homes aims to provide a responsive and timely service to all our customers.

We will:

  • Treat all complaints seriously and deal with them properly
  • Try to resolve complaints promptly
  • Learn from complaints and take action to improve our service