Complaints Procedure

At Kimcoh Properties, we are committed to providing a high standard of service in all areas of property sales, lettings, and property management. However, we understand that sometimes things can go wrong. If you feel that our service has not met your expectations, we encourage you to raise your concerns with us.

We have outlined a clear complaints procedure to ensure your complaint is dealt with efficiently and fairly:

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Step 1: Informal Resolution

Initially, we recommend contacting the person directly responsible for your property or the relevant department. They will aim to resolve your issue as swiftly as possible.

• Contact Method: Verbally (in person or by phone) or via email
• Response Time: We aim to acknowledge and respond within 5 working days.

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Step 2: Formal Complaint

If you are not satisfied with the informal resolution, or if the issue is more serious, please escalate your complaint by writing to our Complaints Officer. Include full details of your complaint, any relevant documents, and any prior communication.

• How to Submit:
• By email: lettings@kimcoh.co.uk
• By post: Kimcoh Properties, 65-67 Nether hall Road, Doncaster, DN1 2QA
• What to Include:
• Your full name and contact details
• Property address (if relevant)
• Details of the complaint
• Any supporting documentation
• Response Time: We will acknowledge receipt of your complaint within 3 working days. A full written response will be provided within 15 working days of the acknowledgement.

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Step 3: Internal Review

If you are not satisfied with the outcome of your formal complaint, you may request an internal review. The case will be reviewed by a senior member of staff who has not been previously involved.

• Response Time: We will provide a response within 10 working days.

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Step 4: Independent Redress

If you remain dissatisfied after the internal review, you have the right to refer your complaint to an independent ombudsman. Ay'up Homes is a member of the Property Redress Scheme, which can investigate unresolved complaints.

Property Redress Scheme Contact Details:

• Website: www.theprs.co.uk
• Phone: 0333 321 9418
• Address: Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, WD6 1JH

Please note that you must refer your complaint to the Property Redress Scheme within 12 months of our final response.

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We take all complaints seriously and appreciate your feedback. Our aim is to resolve any issue as quickly and fairly as possible, ensuring a positive experience for all of our clients.

If you have any questions regarding the complaints process, please do not hesitate to contact us.