Legal

Complaints Procedure

Last updated: [20.08.2026] · Version 1.0

We are committed to a professional, transparent service. If something goes wrong, we want to hear about it and put it right. This page explains how.

1. How to complain

Please email us at [admin@kestrelsourcing.co.uk] with as much detail as you can: what happened, when, and how you would like us to put it right. Putting your complaint in writing helps us investigate properly and gives you a clear record.

2. What happens next

• Acknowledgement — we will acknowledge your complaint in writing within 5 working days of receipt.
• Investigation — we will investigate and may ask for more information. We aim to send our full written response (our final viewpoint) within [14] days of receiving everything we need, and in any event within 8 weeks.
• Resolution — our final viewpoint will explain our findings and any action we propose.

3. If you are still not satisfied

If you are unhappy with our final viewpoint, or if 8 weeks pass without resolution, you may refer your complaint to our government-approved redress scheme:

The Property Redress Scheme (PRS) · www.theprs.co.uk
Our membership number: [PRS060118]

The scheme provides free, independent and impartial resolution of complaints about property agents. You will normally need to have given us the chance to resolve the complaint first, and to refer the matter within the scheme's time limits.