Complaints Procedure

If you have a question or wish to make a complaint, please contact us directly at:

Farrar and Forbes
1 Arcadia
Market Street
Colne
BB8 0HX

Email: info@farrarandforbes.co.uk
Phone: 01282 914042

How to Make a Complaint

To ensure we fully understand your concerns and maintain an accurate record, please submit your complaint in writing to the address above or via email.

Our Complaints Process

1. Acknowledgment and Initial Review
   Upon receipt of your complaint, we will acknowledge it promptly and carry out a thorough review.
   
2. Response Timescale
   We aim to provide a full response or an update on the progress of your complaint within 28 calendar days.
   
3. Resolution
   We will make every effort to resolve your complaint to your satisfaction. If you are satisfied with the outcome, the matter will be considered closed.
   
4. If We Cannot Resolve Your Complaint
   Should we be unable to reach a resolution within 8 weeks, you will have the option to escalate your complaint to the Property Redress Scheme.

Escalation to the Property Redress Scheme

If you remain dissatisfied or do not receive a satisfactory response within 8 weeks, you may refer your complaint to the Property Redress Scheme. Before doing so, please ensure that you have:

• Provided your complaint in writing to us
  
• Allowed up to 8 weeks for a response or resolution

Contact Details for the Property Redress Scheme

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Additional Information for Consumers

• There is no charge for raising a complaint with us or through the Property Redress Scheme.
• You may withdraw your complaint at any time during the process.