We are committed to providing a professional service to all our clients and customers. If something goes wrong, we want you to tell us about it so we can put things right.

We take complaints seriously and aim to resolve all concerns promptly, fairly, and transparently.

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🔹 Stage 1 – Informal Resolution

In the first instance, please raise any concerns with the person you have been dealing with. Most complaints can be resolved quickly and informally at this stage.

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🔹 Stage 2 – Formal Complaint (Written)

If you are not satisfied with the outcome of Stage 1, please submit a formal complaint in writing.

You can email or write to us at:

Complaints Department
📧 Email: nikhil@vasana.co.uk
📞 Tel: 07504 345994

Please include:
    •    Your name and contact details
    •    The property address (if relevant)
    •    A clear description of your complaint
    •    Any supporting documents

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🔹 Stage 3 – Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receiving it. You will be given the name and contact details of the person handling your complaint.

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🔹 Stage 4 – Investigation and Response

We will investigate your complaint thoroughly and aim to provide a full written response within 15 working days. If we need more time, we will inform you and explain why.

We will set out:
    •    Our understanding of the complaint
    •    The steps we have taken
    •    Our findings
    •    Any proposed resolution or offer

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🔹 Stage 5 – Final Viewpoint Letter

If you remain dissatisfied after our response, please notify us. We will carry out a final internal review and issue a Final Viewpoint Letter within 15 working days.

This letter confirms our final position and marks the end of our internal process.

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🔹 Stage 6 – Escalation to the Property Redress Scheme

If you are still not satisfied after receiving our Final Viewpoint Letter — or 8 weeks have passed since you first raised your complaint — you may escalate the issue to:

The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
WD6 1JH
complaints@theprs.co.uk
www.theprs.co.uk

You must refer your complaint to the PRS within 12 months of receiving our Final Viewpoint Letter.

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*Legal Note*

This procedure complies with our obligations under The Property Redress Scheme membership rules, The Consumer Protection from Unfair Trading Regulations 2008, and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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*Keeping a Record*

All complaints and correspondence will be logged and stored securely. We treat your information in accordance with UK GDPR and data protection laws.