At Cosy Rooms, we aim to provide a valuable service to our clients and do everything possible to ensure your satisfaction. If you feel we have not met this standard and you wish to make a complaint, we ask that you first contact the person who has been your main point of contact and explain the nature of your dissatisfaction.
If you remain unhappy with how your complaint has been handled, you may escalate the matter by submitting your complaint in writing via:
Email: info@cosy-rooms.co.uk
Post: 20-22 Wenlock Road, London, N1 7GU
To help us resolve your complaint efficiently, please include the following details and supporting documents (if applicable):
- A clear outline of your complaint, explaining why you believe we have not met our usual high standard of service
- What outcome or resolution you are seeking
- Names of any individuals involved
- Any relevant documentation or evidence
Complaints Process and Timescales
Once we receive your complaint, we will investigate the matter thoroughly and respond accordingly. Below is our timeframe for handling complaints:
- Acknowledgement: Within 3 working days of receiving your complaint, we will send you an acknowledgment of receipt.
- Full Response: Within 10 working days of sending the acknowledgment, we aim to provide a full written response.
- Delays: If we are unable to meet the 10-day timeframe, we will inform you of the delay, explain the reason, and provide an estimated date for our full response.
- Closure: After issuing our final written response, we may consider the matter closed. In such cases, we reserve the right not to enter into further correspondence.
Escalating to the Property Redress Scheme
We are members of the Property Redress Scheme, membership number PRS053461.
If you remain dissatisfied after following our internal complaints procedure, you may escalate your complaint to the Property Redress Scheme. However, before doing so, the following conditions must be met:
- You must have made a formal written complaint to us.
- You must allow at least 8 weeks for us to respond.
- You must refer the matter to the Property Redress Scheme within 6 months of our last written communication regarding your complaint.
The Property Redress Scheme is a government-approved redress mechanism for resolving disputes between consumers and its members. Their service is free for complainants.
For more information or to submit a complaint, please contact the Property Redress Scheme directly:
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418
Postal Address:
The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood, Hertfordshire
WD6 1JH
