Complaints Procedure

At Deco Property, we are committed to providing a professional and high standard of service at all times. However, we recognise that things can sometimes go wrong. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put matters right as quickly as possible.

If you have a complaint, please contact us as soon as possible by:

• Email: enquiries@decoproperty.co.uk
• Telephone: 07775963806
• Post: 69 Brookside Avenue, Saddleworth West, Greater Manchester, OL4 4LJ

Please provide as much detail as possible, including:

• Your full name and contact details 
• The property address (if applicable) 
• Details of your complaint 
• How you would like the matter resolved 

Once we receive your complaint:

• We will acknowledge your complaint in writing within 3 working days 
• Your complaint will be investigated by a member of our team 
• We will provide a full written response within 10–15 working days 

We may contact you during this time to request further information or clarification.

If you are not satisfied with our initial response, you can request a further review.

• Your complaint will be reviewed by a senior member of staff or director 
• We will acknowledge your request within 3 working days 
• A final written response will be issued within 15 working days 

If you remain dissatisfied after completing our internal complaints procedure, or if 8 weeks have passed since your complaint was first raised, you may refer your complaint to our independent redress provider:

Property Redress Scheme

• Website: www.theprs.co.uk 
• Telephone: 0333 321 9418 
• Email: info@theprs.co.uk 
• Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH 

This service is free of charge.

You must refer your complaint within 12 months of receiving our final response.

Our Commitment

We take all complaints seriously and view them as an opportunity to improve our service. Our aim is to resolve issues promptly, professionally, and to your satisfaction.