Complaints Procedure
PEREDS in-house complaints procedure
We are committed to providing a professional service to all clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
About Us
This is the privacy policy for Pereds (“we”, “us”, and “our”), provider of real estate services. Our company’s registered address is Portland House, Portland Road, London, W11 4LA. For the purposes of the General Data Protection Regulation (GDPR), we are the data controller of the personal data you submit via telephone enquiries, email, SMS or otherwise.
Our ICO registration number is ZA223044.
We are committed to protecting your privacy and the security of the personal data we hold and process on your behalf. This Privacy Policy explains how we collect information, what we use the information for, our legal basis for doing so, and what controls you have. We reserve the right to change this privacy policy from time to time by changing it on www.pereds.com. This privacy policy was last updated on 15th April 2025.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
- If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333 306 or email admin@tpos.co.uk.
Website: www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.