Familiar Homes Buyer Ltd


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Complaints Procedure

Familiar Homes buyers Ltd, Complaints Procedure explains how to make a complaint.

If you have a grievance, please put it in writing, including as much detail as possible. We will then respond in line with the time-frames 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 Redress scheme to consider without our final viewpoint on the matter). If you need to make a complaint, the address for correspondence is:

Mr Neville Douglas

Familiar Homes Buyers

Apartment 27 Forestedge

Sneyd street



Even if you have already made your complaint verbally to a representative at Familiar Homes buyers Ltd , you will still need to issue your complaint in writing.

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 Redress Scheme.


If you are a customer / general public:

The Property Redress scheme

Premiere House,
1st Floor,
Elstree Way,
WD6 1JH.

Tel: 0333 321 9418

Email: info@theprs.co.uk
Web: www.theprs.co.uk
You will need to submit your complaint to The Property Redress scheme  within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.