Complaints Handling Procedure

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This procedure sets out how we handle complaints from clients, tenants, landlords, and other stakeholders. Our aim is to resolve concerns promptly, fairly, and transparently, in accordance with the RICS Rules of Conduct and the requirements of our redress scheme.

If you have a complaint, please contact:

Complaints Manager: Hannah Mcatee
Company: Mcatee Property Group
Address: Unit 1 Penwith Business Centre, TR20 8HL
Email: Admin@mcayeepropertygroup.co.uk

Your complaint will be acknowledged in writing within 7 working days.

We will investigate your concerns thoroughly and provide a formal written response within 21 days of the acknowledgment. If the investigation is likely to take longer, we will inform you of the revised timescale.

If you remain dissatisfied after receiving our Stage One response, you may escalate your complaint to Stage Two.

If you are not satisfied with the initial response, please write to:

Director: Rhodri Mcatee
Email: Rhodri@Mcateepropertygroup.co.uk
Address: Unit 1 Penwith Business Centre, TR20 8HL

Your complaint will be reviewed by someone not directly involved in the original matter.

You will receive a final written viewpoint within 14 days of receipt of your escalation (or an explanation if more time is needed).

If you remain dissatisfied after the final response, you may refer your complaint to our independent redress provider.

We are members of:

• The Property Redress Scheme (PRS)
  Website: www.theprs.co.uk
  Address: Premiere House, 1st Floor, Elstree Way, Borehamwood WD6 1JH
  Email: info@theprs.co.uk

You must refer your complaint to the redress scheme within 12 months of receiving our final response. The redress provider’s decision is final.

All complaints and their outcomes will be recorded and reviewed annually to identify any patterns or areas for improvement.