Our Complaints Policy
We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers' experience. If you have any tips on how we can improve, or if something has gone wrong in your experience with us, we want to hear from you. Your feedback helps us shape the future of our company and gives us the opportunity to put things right.
SHARING YOUR FEEDBACK
IF YOU HAVE A COMPLAINT
STILL NOT HAPPY?
If you would like to share feedback or suggestions (big or small), please email us at Kieran@thorburnspropertysourcing.com with your comments. Please start the subject line with "Feedback".
If you have a complaint, please email us at Kieran@thorburnspropertysourcing.com, providing as much detail as you can. Let us know what the problem is and how you’d like us to put things right.
We will acknowledge your email within 5 working days of receiving it (this may take longer during busy periods).
We will then investigate your complaint. Depending on your type of submission, we may ask you to provide more information. Once we have all the relevant information, we will aim to respond to you with a resolution within 14 working days
If you’re still not satisfied after we have responded, you can take your complaint to the Property Investors Mediation Service (PIMS). They provide mediation for property investors and property entrepreneurs.
Our PIMS membership details are:
Name: Kieran Thorburn
Membership Number: 19972
To raise a complaint with PIMS, please visit www.thepims.co.uk.