KYX Homes Limited
Sales, Lettings and Property Management
Property Redress Scheme
(PRS)
To find out more about Property Redress Scheme (PRS) Click here.
The
Property
Ombudsman
To find out more about Ombudsman
Safeagent
To find out more about Safeagent
Click here.
Customer Complaints Procedure
At KYX, we are committed to providing the highest standard of service to our clients. However, we recognize that there may be occasions when our service does not meet your expectations. This procedure outlines the steps to raise a complaint and how we will address it.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please let us know as soon as possible. Complaints can be made in writing or via email to:
KYX Homes Limited
Regus, 256 Signature 2nd Floor, Berkeley Square House, Berkeley Square, London, England, W1J 6BD
Email: property@kyxintl.com
Information to Include
To help us investigate your complaint efficiently, please provide the following information:
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Your full name and contact details.
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The property address involved.
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A clear description of your complaint, including relevant dates and names of any staff members involved.
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Copies of any supporting documents or correspondence.
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Your desired outcome or resolution.
Our Complaints Process
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Acknowledgment: We will acknowledge receipt of your complaint in writing within 3 working days.
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Investigation: Your complaint will be thoroughly investigated by a senior member of our team.
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Response: Within 15 working days of receiving your complaint, we will provide a written response detailing our findings and any proposed actions to resolve the issue.
Independent Redress
If, after our internal review, you remain dissatisfied, you may refer your complaint to Property Redress Scheme (PRS), an independent redress scheme to which we are a member. You can contact PRS as follows:
Property Redress Scheme
Premiere House
1 St Floor, Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418
Please note that PRS will only consider your complaint after you have exhausted our internal complaints procedure. You must refer your complaint to PRS within 12 months of our final response.
Escalation Process
If you are not satisfied with our response, you may request a further review by writing to:
Head of Lettings: Blair Yang
Email: blair.yang@kyxintl.com
We will conduct a further review and respond within 15 working days.
Record Keeping
We will keep a record of your complaint and all related correspondence for a minimum of six years.
Confidentiality
All complaints will be handled with discretion and in accordance with data protection laws.
Continuous Improvement
We regularly review our complaints procedure and the outcomes of complaints to improve our services.
