Marpen Property Agents In-house Complaints Process

We are committed to proving the very best service to our customers. If you are unhappy with service we have provided please contact us so we can resolve any issues to make a complaint please see our full process below.

Marpen Property Agents Ltd Complaints Process

1. Introduction I'm committed to providing a personal, high-quality service to every

client. If something hasn't gone as expected, I want to hear about it so I can put things

right quickly and learn from the experience. This complaints process explains how you

can raise a concern and what you can expect from me at each stage. 

2. How to Make a Complaint You can raise a complaint in whichever way is easiest for

you:- Email: info@marpenpropertyagents.co.uk - Post: 112 Waverton Road, Stoke-on

Trent, Staffordshire, ST2 0QY. To help me investigate efficiently, please include:- Your

name and contact details- The property address (if relevant)- A clear description of the

issue- Any supporting information or documents 

3. Acknowledgement (Within 3 Working Days) Once I receive your complaint, I will:-

Acknowledge it within 3 working days- Confirm I'm looking into the matter- Let you know

if I need any further information 

4. Investigation (Weeks 1-4) I will carry out a full and fair investigation, which may

include:- Reviewing communication and documentation- Speaking with anyone

involved- Assessing what went wrong and why During this period: - You will receive at

least one update on progress- If the investigation is complex, I will let you know and

explain why more time may be needed 

5. Final Response (No Later Than 8 Weeks) You will receive a written final response

within 8 weeks of your initial complaint. This will include:- A summary of your

complaint- The findings of the investigation- Any actions taken or proposed to resolve

the issue- Information about your right to escalate the complaint if you remain

dissatisfied 

6. If You're Still Unhappy If you are not satisfied with the final response, or if 8 weeks

have passed without a resolution, you can escalate your complaint to the

Property Redress Scheme (PRS) or Propertymark You will need to submit your complaint to them within their required timeframe

(usually 12 months from my final response). 

7. Continuous Improvement Every complaint is an opportunity to improve. I review all

feedback and outcomes to ensure my service remains transparent, personal, and

consistently high-quality.