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Complaints Handling Procedure – PropertyLoop Principal Agents

How complaints are handled for PropertyLoop Principal Agent services

PropertyLoop provides estate and letting services through its internal Principal Agents. Where a complaint relates to a PropertyLoop Principal Agent, PropertyLoop is responsible for managing and resolving the complaint in line with this procedure.

Who handles complaints?

All complaints relating to PropertyLoop Principal Agents or PropertyLoop-managed services are handled directly by PropertyLoop.

The first point of contact should be the Principal Agent or their manager. If the matter is not resolved, or if the complainant prefers, complaints may be escalated to PropertyLoop’s Customer Support team.

All formal complaints should be sent to:

📧 cs@propertyloop.co.uk

Step-by-step: How complaints are handled

Step 1: Complaint received

  • Complaints may be raised verbally or in writing with the Principal Agent, their manager, or via cs@propertyloop.co.uk.

  • All complaints received by PropertyLoop will be logged and acknowledged.

Step 2: Acknowledgement

  • PropertyLoop will acknowledge receipt of the complaint within 1 working day.

  • The complaint will be reviewed to determine the nature of the issue and the appropriate investigating party.

Step 3: Investigation and response

  • PropertyLoop will investigate the complaint fairly and thoroughly.

  • A written response will be issued within 5 working days, setting out:

    • The findings of the investigation

    • Any actions taken or proposed

    • Next steps, if applicable

If further time is required, the complainant will be informed of the reason for the delay and given a revised response timeframe.

Step 4: Final response

  • Once the investigation is complete, PropertyLoop will issue a final written response.

  • This response will confirm whether the complaint is upheld and outline any resolution or corrective action.

Step 5: Redress

If the complainant remains dissatisfied after receiving the final response, they may escalate the matter to the relevant redress scheme or regulatory body, where applicable.

Details of the appropriate redress scheme will be provided in the final response.

Our commitment

PropertyLoop is committed to handling complaints fairly, transparently, and promptly. Complaints are treated as an opportunity to improve our service and processes.