Internal Complaints Procedure

We are committed to providing you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. This easy-to-use guide is designed to help you make us aware of your views, so we can address your concerns.

To ensure your maximum protection, our complaints procedure has been designed to meet the requirements of all the regulatory authorities that control our business.

We can help

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter.

You can do this by writing to: -
Harvey W James Ltd
1st Floor, 415 High Street,
E15 4QZ.

If you prefer you may telephone on 020 3865 1500, alternatively, you may forward full details of your dissatisfaction by email to

Your concerns will be considered by a manager within the residential lettings team, who will investigate the matter.

In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:

  • An outline of your complaint explaining why you feel that we have fallen short of our first-class service
  • What you would like us to do to resolve it
  • Any specific details that you feel would assist us with resolving your complaint.

Including, but not limited to:

Names of Advisors you have spoken to in connection with the complaint
The Branch Name in connection with the complaint
Time(s) and Date(s) of the incidence(s)
Telephone number(s) and or Address(es) you have used to contact us
Any written correspondence in connection with your complaint
Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.

  • The timescales for dealing with a complaint are as follows:
  • You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
  • Within 10 working days of the acknowledgement, you will receive a full response.
  • If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.
  • After our final written response, we may deem the complaint closed. If we deem the matter closed, then we reserve the right not to enter into any further correspondence. ‚Äč

Should you have concerns in the meantime please contact the member of staff whose name appears on the letter of acknowledgement.

Still unhappy?

After receiving our response, if you feel your complaint has not been fully addressed please let us know

your letter will be acknowledged within 3 working days of receipt

your concerns will be considered by a different member of the residential lettings team who has not been involved in the initial determination

What happens next?

We are committed to ensuring all concerns are fully and fairly addressed and we respect your right to refer any complaint to a third party.

Therefore, in our final letter to you, we will let you know the details of the regulatory bodies who you can approach for further arbitration.

We are a member of The Property Redress Scheme (PRS).

Please note: You will need to complete our internal complaints procedure before you can refer your concerns to any regulatory body.

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