Legal
Complaints procedure.
We take any complaint seriously. The procedure below sets out how to raise a concern, what to expect from us, and how to escalate if you remain unhappy.
Stage 1, Talk to us
Most issues can be resolved quickly with a phone call. Speak to the person handling your matter, or call our office on +447546117261.
Stage 2, Formal written complaint
If your concern hasn't been resolved, please put it in writing, addressed to the Director, by post to 3rd Floor, 86-90 Paul Street, London EC2A 4NE, or by email to hello@theboroughcollective.co.uk.
We will acknowledge your complaint in writing within three working days, and respond fully within fifteen working days. Where the complaint is complex, we may need a further fifteen working days and will tell you in writing if so.
Stage 3, Final viewpoint
Following our investigation, you'll receive a final viewpoint letter from the Director. This is our position on the complaint and our proposed resolution.
Stage 4, The Property Redress Scheme
PULAT LTD, trading as The Borough Collective, is a member of the Property Redress Scheme. If you remain dissatisfied after our final viewpoint, or we have not resolved your complaint within eight weeks, you can refer it to the scheme free of charge, usually within 12 months of our final viewpoint.
Web: theprs.co.uk. Nothing in this procedure affects your statutory rights.