Complaints - Putting Things Right

We would hope that most problems could be resolved by simply getting in touch with your regular contact within Firsthips Ltd. or our Customer services staff, if however you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint which we will deal with speedily and fairly. We will:

• Acknowledge your complaint within 5 working days of receipt
• Try and resolve your complaint fully within 4 weeks of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 8 weeks.
• Liaise with counselling organisations acting on your behalf, if you ask us to.
• Send you a final decision on the complaint in writing.

If you are not satisfied with the final decision, you may refer the complaint to the Independent Property Codes Adjudication Scheme (IPCAS) and we will give you contact details. We will co-operate fully with the independent adjudicator during the consideration of a complaint by the IPCAS and comply with any decision.

Complaints should be sent to:

Customer Services
Firsthips Ltd.
Renaissance House
32 Upper High St.
Epsom
Surrey KT17 4QJ

0845 257 1930
Contact us

 

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IPCAS can be contacted at:

IDRS Ltd
24 Angel Gate
City Road
London EC1V 2PT

Phone: 020 7520 3810
Fax: 020 7520 3829
E-mail: info@idrs.ltd.uk

Last updated: 27/6/2008