Precedent Estate Management

Complaints.

How to raise a complaint, and what happens next.

Precedent Estate Management is committed to providing a professional and high-quality property management service. If you are dissatisfied with any aspect of our service, we encourage you to raise the matter so that it can be dealt with promptly, fairly, and transparently.

Stage 1 – Formal complaint

All complaints must be submitted in writing. This can be done by email to info@precedentem.com, or by letter to our registered office address, and should clearly set out the nature of the complaint together with any relevant supporting information.

We will acknowledge receipt of your complaint in writing within 5 working days and aim to provide a full written response within 15 working days of receipt.

Stage 2 – Internal review

If you are not satisfied with the response provided at Stage 1, you may request a review of your complaint. This request must be made in writing within 14 calendar days of receiving the Stage 1 response.

Your complaint will be reviewed by a senior person within the business who was not directly involved in the matter where possible. A written response will be issued within 15 working days of receipt of the review request.

Stage 3 – Independent redress

If you remain dissatisfied after the completion of our internal complaints procedure, you may refer your complaint to our independent redress scheme.

We are a member of the Property Redress Scheme, which provides a free, impartial service for resolving complaints once internal procedures have been exhausted.

You must contact the Property Redress Scheme within 12 months of receiving our final written response. These details are also set out in our final response letter:

Website: www.theprs.co.uk
Telephone: 0333 321 9418
Email: info@theprs.co.uk

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Record keeping

All complaints and outcomes are recorded and retained in accordance with our record-keeping procedures and relevant data protection legislation.

Procedure reviewed January 2026.