01Acknowledged within 3 working days
Making A Complaint
Submit your complaint in writing with your name, contact details, property address where relevant, and full details of the issue.
We will provide a full written response within 15 working days.
Formal Process
Complaints Procedure
If you are dissatisfied with any aspect of our service, we want to hear about it. This page sets out H2 Hub Services NW Ltd's in-house complaints procedure, response times, and how matters can be escalated if needed.
Document Version 1.0Effective April 2026Review April 2027
Our Commitment
H2 Hub Services NW Ltd is committed to providing a professional and efficient service to all clients and customers. We encourage concerns to be raised so that they can be investigated promptly and resolved fairly.
We are a member of The Property Redress Scheme, an independent body for resolving disputes between property agents and consumers.
02Final viewpoint within 15 working days
Final Review
If you remain dissatisfied, you may request a final review by a senior member of staff or director who has not been directly involved, where possible.
This is our final in-house stage before independent redress.
03After final response or 8 weeks
Independent Redress
If you are still not satisfied, or if more than 8 weeks have passed since the complaint was first made, you may refer the matter to The Property Redress Scheme.
Any referral must be made within 12 months of receiving our final viewpoint letter.
Additional Information
- All complaints are handled promptly, fairly and confidentially.
- A written record of all complaints is maintained.
- Making a complaint does not affect how we continue to deal with you.
Property Redress Scheme
Independent review is available if our in-house process does not resolve the matter.
If you remain dissatisfied after our final response, or more than 8 weeks have passed since the complaint was first made, you may refer the matter to The Property Redress Scheme.
Visit propertyredress.co.uk