Complaints Procedure

At TSC Property Solutions, we are committed to providing exceptional service and ensuring that all our clients and partners have a positive experience. However, if you feel we have not met your expectations, we encourage you to let us know so we can address your concerns promptly and professionally.

Below is our formal complaints procedure:

How to Make a Complaint

If you wish to make a complaint, please contact us by email or post. Ensure you provide the following details to help us investigate your concerns efficiently:

• Your full name and contact information (email address and/or phone number).

• A clear description of the issue.

• Any relevant documents or evidence related to your complaint.

Contact Details:

• Email: complaints@tscpropertysolutions.com

• Postal Address:
  TSC Property Solutions
  Unit 13, Freeland Park, Wareham Road
  Poole, United Kingdom, BH16 6FA

• Phone: 01279 912006

Acknowledgment

Once we receive your complaint, we will acknowledge it within 3 working days. You will be provided with a unique reference number, which should be used in all future correspondence regarding your complaint.

Investigation

Our team will conduct a thorough investigation of your complaint. This process may include:

• Reviewing the details and evidence you provide.

• Consulting with relevant team members or third parties involved.

• Considering any regulatory or legal guidelines that may apply.

We aim to resolve your complaint within 15 working days. If additional time is required, we will inform you in writing and provide an updated timeline.

Response

Following our investigation, we will send you a written response detailing:

• The outcome of our investigation.

• Any actions we have taken or will take to resolve the issue.

• Guidance on how to escalate your complaint if you are not satisfied with our resolution.

Escalation to the Property Redress Scheme

If you are unhappy with our final response, you may escalate your complaint to the Property Redress Scheme, of which TSC Property Solutions is a member. The Property Redress Scheme provides an independent dispute resolution service.

Contact the Property Redress Scheme:

• Website: www.theprs.co.uk

• Email: complaints@theprs.co.uk

• Phone: 0333 321 9418

Please note that complaints must be referred to the Property Redress Scheme within 12 months of receiving our final response.

Privacy and Data Protection

We are committed to protecting your privacy. All complaints are handled in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For more information on how we process your personal data, please refer to our Privacy Policy.

Feedback and Suggestions

We value your feedback and suggestions, as they help us improve our services. If you have any additional comments or ideas, please feel free to contact us at contact@tscpropertysolutions.com or call us at 01279 912006.

Thank you for taking the time to bring your concerns to our attention.