Complaints Procedure

INFORMATION FOR CUSTOMERS

We are a member of The PRS (Property Redress Scheme) and aim to provide the highest standard of service to all our customers.  In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

MAKING A COMPLAINT

STAGE ONE – BRANCH MANAGER
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than three working days from when they received notification of the issue.

STAGE TWO – MANAGING DIRECTOR
If you remain dissatisfied and wish to further escalate your complaint, you may write to the Managing director at the address below, or via contact@mpsmk.co.uk.

Your letter/email will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the managing director will detail their findings and recommendations in a written response to you, to confirm our ‘final ‘viewpoint’ on the matter.

MULBERRY PROPERTY SERVICES Ltd,
Regency Court, 220-222 Upper Fifth Street,
Central Milton Keynes,
Buckinghamshire,
MK9 2HR

STAGE FOUR – THE PROPERTY OMBUDSMAN
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Redress Scheme. Details of how to do this are contained within the final viewpoint letter alongside a link to The PRS (Property Redress Scheme) consumer guide.

Please note that if you do wish to contact The Property Redress Scheme, you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The PRS (Property Redress Scheme) will not consider your complaint until our internal complaints procedure has been exhausted.