Our Commitment

At Matthew Chapman Property, we are committed to providing a professional, transparent and high-quality service at all times.

However, if you are dissatisfied with any aspect of our service, we want to know about it so that we can investigate the matter thoroughly and work towards a fair resolution.

How To Make A Complaint

Complaints should be submitted in writing wherever possible.

Please provide:

• Your full name and contact details

• Property address (if applicable)

• Details of your complaint

• Copies of any relevant correspondence or documentation

• The outcome you are seeking

Complaints should be sent to:

Matthew Chapman
Residential Property Advisor

 matthew.chapman@theagencyuk.com
01284 333297

Stage 1 – Internal Investigation

Upon receipt of your complaint:

• We will acknowledge your complaint within 3 working days.

• We will investigate the matter thoroughly.

• We may contact you for additional information if required.

• A formal written response will normally be issued within 15 working days.

Where additional time is required, we will keep you informed of progress and provide an updated timescale.

Stage 2 – Final Review

If you remain dissatisfied following our initial response, you may request a final review.

The complaint will be reconsidered and a final written response will normally be provided within 15 working days of receiving your request for review.

Property Redress Scheme (PRS)

If we are unable to resolve your complaint to your satisfaction, or more than 8 weeks have passed since your complaint was first made, you may refer the matter to our independent redress provider.

Property Redress Scheme (PRS)

Property Redress Scheme

Email: complaints@theprs.co.uk

The PRS provides a free, impartial and independent dispute resolution service for consumers.

Please note that the PRS will normally require you to have completed our internal complaints process before considering your complaint.

Professional Standards

Matthew Chapman Property maintains:

• Membership of the Property Redress Scheme (PRS)

• Registration with the Information Commissioner's Office (ICO)

• Professional Indemnity Insurance

• Public Liability Insurance

We are committed to operating in accordance with all applicable legislation, professional standards and industry best practice.

Data Protection Complaints

If your complaint relates to the handling of personal data, you may also contact:

Information Commissioner's Office (ICO)

Information Commissioner's Office

Telephone: 0303 123 1113

The ICO is the UK's independent authority established to uphold information rights and data privacy.

Contact

Matthew Chapman

Residential Property Advisor

Email: matthew.chapman@theagencyuk.com

Telephone: 01284 333297

Website: www.matthewchapmanproperty.co.uk