Step-by-Step Complaints Procedure
At City Relay, we are committed to providing a high standard of service to our clients. We value your feedback—positive or negative—as it helps us improve our service. If you are dissatisfied with any aspect of our work, we encourage you to share your concerns with us so we can resolve the matter quickly and fairly.
1. Submitting a Complaint
Complaints should be submitted in writing to ensure clarity and traceability.
You can send your complaint via:
Email:
Post:
City Relay Ltd, First Floor, 10 Cromwell Place, London, SW7 2JN
Please include your name, property address (if applicable), a description of the
issue, and any relevant supporting documents.
2. Acknowledgement
We will acknowledge your complaint within 3 working days of receipt.
This will confirm that your complaint has been received and is being reviewed.
3. Investigation
Your complaint will be assigned to an appropriate member of our team, who will investigate the matter thoroughly.
This may involve reviewing correspondence, speaking with relevant parties,and examining any necessary
documentation.
4. Response
We aim to provide a full written response within 14 working days.
If the matter is complex and requires more time, we will inform you and provide an updated timeline.
5. Escalation
If you are not satisfied with our response, you may escalate the complaint by
writing to a director. Contact details for escalation will be included in our response.
6. Independent Redress
Should you remain dissatisfied after going through our internal complaints process,
you may refer the matter to our redress scheme:
The Property Redress Scheme
Website: https://www.theprs.co.uk
Email:complaints@theprs.co.uk
City Relay Ltd is a member of the government approved consumer redress scheme PRS (the Property Redress Scheme)
SEE CERTIFICATE
