Complaints Procedure
Last updated: February 2026

1. Our Commitment

At McNamee Properties Limited, we are dedicated to providing a high standard of service to all clients and partners. We take all complaints seriously and view them as an opportunity to review, learn, and continually improve. This Complaints Procedure outlines how to raise a concern and how we will handle it.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible using one of the following methods:

Email: info@mcnameeproperties.co.uk
Post:
Complaints Officer
McNamee Properties Limited
203 London Road, Hadleigh, Benfleet, Essex, SS7 2RD

When submitting your complaint, please include your full name, contact details, details of the issue, and any supporting documents or evidence.

3. Stage 1 – Internal Review

Upon receiving your complaint, we will:

• Acknowledge receipt within 3 working days.
• Conduct a full investigation by the relevant manager or Complaints Officer.
• Provide a formal written response within 15 working days of acknowledgement.

If more time is required due to the complexity of the matter, we will keep you informed and provide regular updates until the investigation is complete.

4. Stage 2 – Final Decision

If your complaint cannot be resolved at Stage 1, it will be escalated internally for a senior review. Our final written decision will be issued no later than 8 weeks from the date we first received your complaint. This decision will include details of our findings and any proposed resolution.

5. Stage 3 – External Redress

If you remain dissatisfied after receiving our final decision, you may refer your complaint to our independent redress provider:

Property Redress Scheme (PRS)
Membership Number: PRS054351
Website: www.theprs.co.uk

You must refer your complaint to the PRS within 12 months of receiving our final written response. The PRS will review the complaint independently and provide an impartial decision.

6. Monitoring and Continuous Improvement

All complaints are logged, reviewed, and monitored to identify any trends or areas for improvement. Our senior management team regularly evaluates complaint data to ensure our procedures remain fair, effective, and compliant with regulatory standards.

7. Contact Information

If you require assistance understanding this process or need further clarification, please contact us directly at info@mcnameeproperties.co.uk.