Legacy Investments
Your Lifelong Partner in Property Investment
(44) 07584 953684
3 Northenden Road, Sale, M33 2DH
Manchester, United Kingdom
Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
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We will send you a letter or email acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
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We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
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If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
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We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Legacy Investments is a member of the Property Redress Scheme (PRS) and the Propertymark Client Money Protection Scheme. The PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. You may submit your complaint to PRS in the following ways:
By Post
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH
By Email
By Phone
0333 321 9418
(9.00am to 5.30pm Monday-Friday)
By Online Form
https://www.theprs.co.uk/ContactUs
Please note that you will need to submit your complaint to the PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case. Alternatively you may refer any conduct issues to Propertymark if you are dissatisfied following the dispute resolution procedure. PRS, however, do not have powers to award compensation.