Prime Real Estate Services Ltd (PRES) is committed to a professional and discreet service. If you are dissatisfied with any aspect of our service, please tell us so we can put it right.

1. Raise your complaint

Write to Azzam Ibellini, Director, at info@prime-res.co.uk or Unit 1 Concord Business Centre, Concord Road, London W3 0TJ, setting out the issue and any supporting details. We will acknowledge your complaint within 3 working days and send a full written response within 15 working days.

2. Review

If you are not satisfied with our response, ask us in writing to review the matter. We will send our final written response within 15 working days of your request.

3. Independent review

PRES is a member of the Property Redress Scheme (Membership No. PRS058062). If you remain dissatisfied with our final response, or 8 weeks have passed since you first complained, you may refer the matter to the Property Redress Scheme free of charge: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood WD6 1JH. Tel: 0333 321 9418. Website: www.theprs.co.uk

4. Please note

The Property Redress Scheme will consider a complaint only once our in-house procedure has been completed, and applies its own time limits.