Complaints

PROCEDURE

At JAGS Property Group, we are committed to delivering exceptional service and take all feedback seriously. If you would like to proceed with making a formal complaint, please find our complaints procedure outlined below:

1. Initial Complaint (Stage One)

Please first raise your concern with the staff member you’ve been dealing with. Most issues can be resolved quickly and informally.

Complaints can be made verbally or in writing (email).
We aim to resolve initial concerns promptly and informally.

2. Formal Complaint (Stage Two)

If the matter is not resolved informally, please submit a formal complaint to:

Complaints Manager - Jacqui Gorman

JAGS Property Group, Brunel House, Ediva Road, Meopham, DA13 0ND

jacqui@jagspropertygroup.com

07871450703

Please include:

Your full name and contact details
The property address (if applicable)
A clear summary of the complaint
Copies of any relevant documents or correspondence

Acknowledgement: We will acknowledge your complaint within 3 working days.

Investigation: A full investigation will be carried out and a written response will be issued within 15 working days. If a delay is expected, we will keep you informed.

3. Escalation to Director (Stage Three)

If you remain dissatisfied after receiving a response from our Complaints Manager, you may escalate the matter directly to our Director:

Joshua Smith – Director
JAGS Property Group

joshua@jagspropertygroup.com

Joshua will personally review the complaint and respond within 10 working days with a final internal decision.

4. Independent Redress (Stage Four)

If you are still not satisfied after receiving a final response from the Director, or if eight weeks have passed with no resolution, you can escalate your complaint to:

The Property Redress Scheme (PRS)

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

0333 321 9418

www.theprs.co.uk
complaints@theprs.co.uk

You must refer your complaint to the PRS within 12 months of the final response from JAGS Property Group.

5. Record Keeping

All complaints and related communications are logged, monitored, and reviewed regularly to help us continually improve our service