Procedure Overview
Precedent Estate Management are committed to providing a professional and high-quality property management service. If you are dissatisfied with any aspect of our service, we encourage you to raise the matter so that it can be dealt with promptly, fairly, and transparently.
Stage 1 – Formal Complaint
All complaints must be submitted in writing. This can be done by email to info@precedentem.com, or by letter to our registered office address, and should clearly set out the nature of the complaint together with any relevant supporting information.
We will acknowledge receipt of your complaint in writing within 5 working days and aim to provide a full written response within 15 working days of receipt.
Stage 2 – Internal Review
If you are not satisfied with the response provided at Stage 1, you may request a review of your complaint. This request must be made in writing within 14 calendar days of receiving the Stage 1 response.
Your complaint will be reviewed by a senior person within the business who was not directly involved in the matter where possible. A written response will be issued within 15 working days of receipt of the review request.
Stage 3 – Independent Redress
If you remain dissatisfied after the completion of our internal complaints procedure, you may refer your complaint to our independent redress scheme.
We are a member of the Property Redress Scheme, which provides a free, impartial service for resolving complaints once internal procedures have been exhausted.
You must contact the Property Redress Scheme within 12 months of receiving our final written response. Details of how to contact the scheme will be provided upon request or in our final response letter.
Record Keeping
All complaints and outcomes are recorded and retained in accordance with Propertymark requirements and relevant data protection legislation.
Procedure reviewed January 2026.