Complaints procedure

We work hard to be the kind of company neighbours recommend, and if we fall short we want to hear about it and put it right. This procedure explains exactly how to complain, what happens next, and how to escalate independently if you're not satisfied. It applies to every service we offer.

Step 1: tell us

Email info@fasttrackhousesales.co.uk with "Complaint" in the subject line, or write to us at 4th Floor, 14 Museum Place, Cardiff, CF10 3BH. Include your name, the property address, what went wrong, and what you'd like us to do about it. If you'd rather talk it through first, WhatsApp or call us on +44 7451 271988.

Step 2: our response

• We acknowledge your complaint in writing within 3 working days.
• A senior team member not directly involved in your case investigates and sends a full written response within 15 working days. If we need longer, we'll explain why and give you a date.
• If you're not satisfied with the response, you can ask for a final review, and we'll issue our final viewpoint letter within a further 15 working days.

Step 3: independent escalation

We are a member of the Property Redress Scheme, membership number PRS058109. If you remain unhappy after our final viewpoint letter, or 8 weeks have passed since your original complaint, you can refer the matter to the PRS free of charge. The scheme provides independent adjudication, and its decisions are binding on us.

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH · theprs.co.uk · 0333 321 9418