Redress Scheme Membership Statement

Firmin & Co is a proud member of the Property Redress Scheme (PRS), a government-authorised consumer redress scheme designed to provide an independent mechanism for resolving disputes between consumers and property professionals.

• Our Membership Number: PRS057326
• Scheme Website: You can verify our membership or learn more about the scheme by visiting the official Property Redress Scheme website.

How to make a complaint

We aim to provide the highest standard of service to all our clients. However, if you are unsatisfied with our service and wish to make a formal complaint:

1. In the first instance, all complaints need to be made in writing to Lee Reynolds, Area Director, giving full details of your complaint. Your complaint has been received, he will acknowledge receipt within 3 working days. Lee will endeavour to resolve your complaint immediately in conjunction with the branch involved, and no later than 7 days of the first notification.
   
   
2. If you are not satisfied with the response given at branch level, or if the matter remains unresolved, you can choose to escalate your complaint to Daniel Firmin, the Director, by stating as such in writing in response to the solution offered. Daniel will acknowledge your complaint in writing within 3 working days. The Director will help resolve any issues raised as promptly as possible and a final investigation will be undertaken. You will receive a written response within 14 days. Should you prefer to correspond via post, please write to:
   Firmin & Co. Estate Agents
   48b Church Drive
   Orton Waterville
   Peterborough
   PE2 5HE
   
   
3. If you feel your complaint has not been fully addressed and you remain dissatisfied with the final outcome, you may contact The Property Redress Scheme (The PRS). It is important to note that The PRS will not consider a complaint until our internal complaints procedure has been exhausted. Details of their complaints procedure and form can be found on their website: www.theprs.co.uk/complaints. Alternatively you can email them via info@theprs.co.uk or write to them at the following address:
   Property Redress Scheme
   Premier House
   1st Floor
   Elstree Way
   Borehamwood
   WD6 1JH