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I want to make a complaint, what steps do I take?

Step 1

If you are unhappy with our service then please contact our customer experience team who will attempt to resolve the issues you are facing. They can be contacted by phone, email or live chat. 

Step 2

If our customer experience team are unable to resolve your concerns to your satisfaction then please request for our customer experience team member to escalate your complaint to their line manager. The line manager will acknowledge your complaint within 2 working days and will assess your complaint and provide a response back to you within 5 days.

Step 3

If this is still not resolved to your satisfaction then please email our executive team on [email protected]

Your complaint will be acknowledged within 2 days and a full investigation will be undertaken with a formal response sent to you within 28 days which will be Howsy’s final response to the issues raised.

Step 4

If we are still unable to resolve your issues or you are not happy with the resolution then you would need to put your complaint in writing to the Property Redress Scheme (PRS). Their contact details can be found at https://www.theprs.co.uk/