At Harvey W James, we strive to deliver a first-class service and ensure that you are completely satisfied with our work. However, we understand that sometimes things may not go as expected. If you feel that we have fallen short of our standards, we are committed to addressing your concerns with empathy and efficiency.

Step-by-Step Complaints Procedure

Step 1: Initial Contact

1. Telephone Your Contact Person
Start by calling the person who has been your primary contact at our agency. Explain your dissatisfaction and try to resolve the issue directly with them. Most complaints can be settled through a conversation.

2. Speak with the Branch Manager
If your issue is not resolved, please speak with the Branch Manager at the office related to your complaint. The Branch Manager will work with you to find a solution.

Step 2: Escalation

3. Write to Our Co-Owner
If you remain unhappy after speaking with the Branch Manager, you can escalate your complaint by writing to:

• Mr. H S Juttla, Co-Owner of Harvey W James Letting Agents
• 1st Floor, 415 High Street, London, E15 4QZ
• Email: harvey@harveywjames.com

Please include the following information in your complaint:

• An outline of your complaint and why you feel we have fallen short of our first-class service.
• What you would like us to do to resolve it.
• Any specific details that would assist us in resolving your complaint, including:
• Names of the advisers and the branch involved.
• Dates and times of incidents.
• Contact details used in your communication with us.
• Any supporting documents.

Step 3: Our Response

4. Acknowledgement and Investigation

• Acknowledgement: You will receive an acknowledgement of receipt of your complaint within 3 working days.
• Response: Within 10 working days of acknowledgement, you will receive a full response.
• Extended Timeframe: If we are unable to resolve the matter within 10 working days, we will explain the reasons and provide an estimated response time.

5. Final Response
After our final written response, we may consider the complaint closed. If we deem the matter closed, we reserve the right not to enter into further correspondence.

Step 4: External Resolution

If you are still dissatisfied after exhausting our internal complaints procedure, you can refer your complaint to the Property Redress Scheme (PRS).

Property Redress Scheme

The PRS is a government-approved scheme that resolves complaints between members and their consumers. To escalate your complaint to the PRS, please ensure:

• You have made an official complaint to us in writing.
• You have waited 8 weeks for our resolution in writing.
• It is still within 12 months from our last communication regarding this complaint.

The PRS contact details are:

Property Redress Scheme
Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
T: 0208 275 7131
E: info@theprs.co.uk
W: www.theprs.co.uk

You can also fill out a Complaints Form on their website.

Step 5: Send your complain to Propertymark

We Are Members of Propertymark

If you feel your complaint has not been satisfactorily dealt with by us and the redress scheme, you can send your complaint to Propertymark. Visit the Propertymark website to download a complaint form.

Propertymark investigates complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

Once in receipt of the PRS review you have 6 months in which to refer your complaint to Propertymark for further details please see link here: Make a complaint about a Propertymark member | Propertymark

For further assistance, you can contact Propertymark at:

Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
T: 01926 496 791
E: complaints@propertymark.co.uk
W: www.propertymark.co.uk

Summary of Steps

1. Telephone Your Contact Person
2. Speak with the Branch Manager
3. Write to Mr. H S Juttla
4. Contact the Property Redress Scheme

We value your feedback and are dedicated to improving our services. Thank you for helping us uphold our commitment to excellence.


Important Notices

• Harvey W James is a trading name of Harvey W James Ltd, registered in England & Wales (Reg No: 11169043), Registered Address: 1^st Floor, 415 High Street, London, E15 4QZ.
• We are members of the dispute and compensation scheme operated by Property Redress Scheme (www.theprs.co.uk) and our registration number is PRS010914.
• Our agency is a registered member of Propertymark (www.propertymark.co.uk), upholding the stringent ethical standards and professional codes of conduct prescribed by this leading body within the property sector. Propertymark Protected Agent No: M0243538 / Propertymark Client Money Protection Scheme Ref: C0130307.
• Professional Indemnity Insurance: Level of cover: £250,000 / Insurer: Hiscox / Policy Ref: PL-PSC10001116034/08.
• Harvey W James is committed to protecting your privacy and maintaining the security of your personal information. We adhere to the requirements of UK data protection legislation. Our ICO Registration Number is ZA312485 (www.ico.org.uk).
• Our HMRC Non-Resident Letting Agent Scheme No: NA062270.
• Our HMRC Anti Money Laundering (AML) Scheme No: XG00686772620.

Company Certificates

We are committed to providing the best service to our clients.

• Property Redress Scheme Certificate: Click Here
• Propertymark Client Protection Certificate: Click Here
• Propertymark Client Money Security Certificate: Click Here
• ICO Registration Certificate: Click Here

As part of our commitment to transparency and compliance with legal requirements, we display the accounting rules of our client money protection provider on our website. You can find the Propertymark Conduct and Membership Rules here: www.propertymark.co.uk/professional-standards/rules.html#obligations