Complaints Procedure
At Cityflats Ltd, we are committed to providing a high standard of service to all landlords and tenants across London, Milton Keynes, and beyond. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
As a member of the Property Redress Scheme (PRS), we are required to maintain and publish a formal complaints procedure.
Contact us directly
Please raise your complaint with us in the first instance by emailing info@city-flats.co.uk. Please include:
- Your full name and contact details
- The property address your complaint relates to
- A clear description of your complaint
- Any relevant dates or supporting documents
- The outcome you are seeking
Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receipt.
Investigation & response
We will investigate your complaint and provide a full written response within 15 working days of acknowledgement. If we need more time, we will notify you and keep you updated.
Final response
If you remain dissatisfied after our initial response, you may request a further review. We will issue a Final Response Letter within 8 weeks of your original complaint.
Property Redress Scheme (PRS)
If you are still not satisfied after receiving our Final Response Letter — or if 8 weeks have passed without resolution — you may refer your complaint to the Property Redress Scheme, our independent redress provider. The PRS offers free and impartial dispute resolution for consumers.
Property Redress Scheme
Website: theprs.co.uk
Email: info@theprs.co.uk
Phone: 0333 321 9418
The PRS will only consider your complaint after you have received a Final Response from us, or if 8 weeks have passed without resolution. Complaints must be referred to the PRS within 12 months of our Final Response Letter.
Our commitment
- All complaints are treated seriously, fairly, and confidentially
- We will never treat you differently because you have made a complaint
- We use all feedback to continuously improve our service