At Henrys, we aim to provide a professional, transparent and high-quality service at all times. However, we recognise that occasionally things may not go as planned. If you are unhappy with any aspect of our service, we welcome the opportunity to address your concerns and put matters right.

 

We are committed to fairness and accessibility. Where necessary, we will make reasonable adjustments for customers who may be disadvantaged due to age, disability, illness, language barriers, financial difficulty, bereavement, or limited understanding of the process.

 

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How to Make a Complaint

 

All complaints should be submitted in writing to ensure we fully understand your concerns. Please provide as much detail as possible, including relevant dates, names and supporting information.

 

Once received, your complaint will be managed in line with the process below.

 

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Our Complaint Handling Process

 

Stage 1 – Acknowledgement

We will confirm receipt of your complaint in writing within three working days and provide a copy of this procedure.

 

Stage 2 – Investigation

Your complaint will be carefully reviewed by our management team. This may involve:

•Reviewing your file

•Speaking to relevant staff members

•Assessing any supporting evidence

 

You will receive a written response outlining our findings within 15 working days of receipt.

 

Stage 3 – Escalation

If you remain dissatisfied, you may request a further review. This will be overseen by:

 

Karen McNicholas – Company Secretary

 

An independent internal assessment will be carried out and a formal response issued within 15 working days.

 

Stage 4 – Independent Redress

If you are still unhappy after our final response, or if eight weeks have passed since you first submitted your complaint, you have the right to refer the matter to:

 

Property Redress Scheme

This service is free of charge and provides independent adjudication.

 

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Important Information

•Complaints must be referred to Property Redress within 12 months of our final written response

•You must complete our internal complaints process before contacting Property Redress

•Supporting documentation should be provided where possible

 

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Registered office

 

7th Floor, Corn Exchange

55 Mark Lane

London

EC3R