Bayside Lounge Logo
Bayside Lounge Logo
Property search

Customer Complaints Procedure

We are a member of the PRS (Property Redress Scheme) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and, wherever possible, as soon as they are raised.

You may find below our guidance for making a complaint in relation to Residential Property Sales and Residential Lettings & Property Management.

How to Make a Complaint

If you wish to make a complaint, please contact us using the details below:

  • Email: [email protected] (Branch Manager)

  • Post: Bayside Property Lounge, Unit C 20-22 Commercial Street, Nelson, CF46 6NF

  • Telephone: 01443 809 836

Please provide as much detail as possible regarding your complaint so we can investigate and respond promptly.

Stage One: Branch Manager / Property Manager

All complaints should initially be directed to the Manager of the branch you have been dealing with. We will endeavour to resolve your complaint within 5 working days.

Stage Two: Company Director

If your complaint remains unresolved, you may escalate it to the Company Director. You must submit your complaint in writing within one month of receiving the Branch Manager’s response.

The Director will:

  • Acknowledge your complaint within 3 working days.

  • Provide a full written response within 15 working days.

Final Viewpoint Letter

Once our internal complaints procedure has been exhausted, we will issue you with a Final Viewpoint Letter. This confirms our final position and your right to refer the matter to the PRS.

Stage Three: The Property Redress Scheme (PRS)

If you remain dissatisfied after receiving our Final Viewpoint Letter, you may refer your complaint to the PRS. You must do so within 12 months of the date of the Final Viewpoint Letter.

Details of how to submit your complaint can be found at: www.theprs.co.uk

Please note: The PRS will not consider your complaint until our internal complaints procedure has been fully exhausted.

Policy Review

This complaints procedure is reviewed annually to ensure it remains up to date and compliant with current legislation and best practice.

Last Review: March 2026