If you feel something has gone wrong

Our Customer Complaints Procedure has been structured to ensure that any concerns are dealt with as efficiently as possible

Pinkertons aim to provide the highest standards of service to all clients

To ensure your interests are safeguarded the following procedure will be implemented in the event of client dissatisfaction and, if you remain unsatisfied we offer mediation between you and the Company through The Property Redress Scheme.

To use The Property Redress Scheme you will need to detail your complaint and how you feel Pinkertons has responded in writing to:

The Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

How we will handle your complaint

  • Should a problem arise which cannot be resolved with the Negotiator or Department Manager involved, you should write to the Branch Manager for the office in question.
  • All complaints need to be in writing and can either be posted or emailed to the Branch Manager.
  • Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.
  • From acknowledgement, all efforts will be made to resolve your complaint within five working days and notification of our findings issued before seven working days. If a solution is not feasible within this timeframe we will advise you.
  • All complaints will have a successful conclusion with a formal written outcome of the investigation sent to you within fifteen working days.
  • If you remain dissatisfied after receiving the written response from the Branch Manager you should write to the Managing Director. The same time limits will apply.
  • Following the Managing Director's investigation, a written statement expressing Pinkertons' final view will be sent to you.

If you still remain dissatisfied after our final response

If you still remain dissatisfied with our service after you have received our final response, you may refer the matter to the Property Redress Scheme.

Please be aware that you must refer your complaint to the Property Redress Scheme within six months for review from the date of our final response. The Property Redress Scheme will not review your complaint if you have not adhered to this timeframe, or if you have not followed our complaints procedure, as outlined above, and are in receipt of our final response.