Making a complaint - Information for Customers Eden Clarke is a member of Propertymark and as such aims to provide the highest standards of service to all our customers. As part of our affiliation with the Propertymark we are required to ensure that your interests are safeguarded by having a Complaints Handling Procedure in place which is part of a government organised redress scheme. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved internally. Stage One - Write to the Company Principal (or via email) Mrs M Ashfield (Director) Eden Clarke Property Management 132A High Street, Bromsgrove B61 8ES or edenclarkepm@gmail.com She will acknowledge your complaint within three working days of receipt and an investigation will be undertaken. A formal written outcome of the investigation will provide you with a final view written response within 21 days. Stage Two - Refer to Property Redress Scheme If, after you have received a response from the Principal, you are not satisfied with the position stated you may refer your complaint to The Property Redress Scheme. This referral will be free of charge to you as the consumer. Details of how to refer your complaint are contained on the website www.theprs.co.uk The PRS will not consider your complaint until our internal complaints process has been completed. You have 12 months from receipt of the final response from Eden Clarke to take your complaint to the PRS who will conduct an independent investigation and have can make binding decisions based on the facts
