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Complaints Procedure
JBrown International
Our Complaints Procedure
At JBrown International, we are committed to providing the highest level of service to our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively.
How to Make a Complaint
If you have a complaint, please follow the steps outlined below:
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Contact Us: In the first instance, please email your complaint to contact@jbrown.com. Include the following information:
- Your name and contact details
- Details of your complaint
- Any relevant documentation or evidence
- Internal Investigation: We will acknowledge receipt of your complaint within three working days and aim to resolve it within 15 working days. If further investigation is required, we will keep you informed of the progress.
- Escalation: If you are not satisfied with our response, you may escalate your complaint to a senior member of staff. Details of this process will be provided upon request.
Property Redress Scheme
JBrown International is a member of the Property Redress Scheme (PRS). If your complaint remains unresolved after following our internal complaints procedure, you may refer the matter to the PRS. They offer an independent and impartial resolution service.
Contacting the Property Redress Scheme
You can contact the PRS using the details below:
- Website: www.theprs.co.uk
- Email: info@theprs.co.uk
- Phone: 0333 321 9418
- Address: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
The PRS will only consider complaints that have been fully explored through our internal complaints procedure first.
Commitment to Improvement
Your feedback is invaluable in helping us improve our services. We take all complaints seriously and use them as an opportunity to enhance our processes and client satisfaction.