Complaints Procedure

Northpoint Property Solutions Ltd is committed to providing a professional service to all landlords, tenants and applicants. If something has gone wrong we want to know so that we can put it right and improve. This procedure sets out how to raise a complaint and what you can expect from us.

Stage 1 — Raise your complaint with us

Please put your complaint in writing so we have a clear record of the issue. Include your name, the property or tenancy concerned, a description of the problem, and what you would like us to do to resolve it.

Email: info@northpoint-property.co.uk
Post: Northpoint Property Solutions Ltd, C/O Cutts & Co, Three Acres Lane, Cheadle Hulme, Cheadle, SK8 6RL

Our response timescales

• We will acknowledge your complaint in writing within 3 working days of receipt.
• We will investigate and provide a formal written response within 15 working days. If we need longer, we will let you know why and give you a revised timescale.
• If you are not satisfied with our response, you may ask for the matter to be reviewed by a senior member of the team. We will provide a final written response (our "final viewpoint") within 8 weeks of your original complaint.

Stage 2 — Escalate to the Property Redress Scheme

If we have not resolved your complaint to your satisfaction within 8 weeks, or if you receive our final viewpoint letter and remain dissatisfied, you may refer the matter to our redress scheme.

The Property Redress Scheme (PRS)
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.co.uk

Our PRS membership number is PRS019662. Complaints must be referred to PRS within 12 months of our final viewpoint letter.

Client Money Protection

Client money held by Northpoint Property Solutions Ltd is protected by Client Money Protect (membership number CMP014838). A copy of our certificate is available on request or via the link in the footer of this website.

Confidentiality

All complaints are handled confidentially and only shared with the individuals needed to investigate and resolve the matter, or with our redress scheme where the complaint is escalated.