Customer Satisfaction and Complaints Resolution

At Babouris, our aim is to provide our customers with a first class service and we work hard in everything we do to make sure you are satisfied. If you feel we have fallen short of this standard — and would like us to carry out a formal investigation, which we hope will resolve those concerns and restore your faith in us, then the following procedure will help us do just that:

If after a conversation we were unable to resolve your concerns and reach a satisfactory resolution, the first step is to write to us with full details and post it to us, addressed to: Alex Babouris, Babouris. Cambridge Lettings, 50-60 Station Road, Cambridge CB1 2JH, or via email on alex@babouris.co.uk.

It’s very important to include as much of the following information and evidence as possible, where it is relevant:

1. An outline of your complaint
2. What you would like us to do to resolve it
3. Any specific details that you feel would help
4. Names of advisors you have spoken to
5. Time(s) and date(s) of the incident(s)
8. Any evidence relating to your complaint
9. Any other relevant information

When we receive your complaint, we will send you a ‘confirmation of receipt’ within 48 hours. We will fully investigate the point(s) you raise and, within 10 working days of us sending you the confirmation of receipt, we will issue you with our full response and plans for resolution.

If for any reason we are unable to resolve your concerns during this time period, we will provide you with an estimate of when you will receive our full response and reasons for any delay.

After our final written response, we may conclude that the complaint is closed, and if so, we reserve the right not to enter into any further communication.

If you remain unhappy with our response and have exhausted our complaints procedure, as we are members of the Property Redress Scheme, a government approved redress scheme who resolve complaints between members and their consumers, you can contact them and ask them to investigate your complaint. 

However, before raising your complaint with The Property Redress Scheme you must have waited eight-weeks from the date of your written complaint to us for us to investigate and respond, and be in a position to show that it is still within one year from the last communication we had with you, relating to this complaint

The Property Redress Scheme is free to use for those making a complaint and further information and guidance on how to resolve complaints is available for you on their website www.theprs.co.uk/Consumer

To make a complaint, contact the Property Redress Scheme directly or alternatively, visit their website and. The Property Redress Scheme contact details are as follows: Email: complaints@theprs.co.uk. Post: The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood WD6 1JH.