Complaints Procedure
Fast Track House Sales is committed to delivering a consistently high standard of service to all customers. If you feel we have fallen short in any way, we want to hear from you so we can put things right quickly and fairly.
This procedure explains how to raise a complaint, how we will respond, and how you can escalate your concerns to the Property Redress Scheme (PRS) if needed.
If You Have a Complaint
If you are unhappy for any reason—whether you are a seller, prospective buyer, or investor—your first point of contact should be the team member handling your transaction.
They will aim to resolve the issue promptly and fairly as soon as they become aware of it. If the team cannot resolve your concern immediately, they will escalate your complaint to our management team. Where possible, a manager will contact you within the same working day.
Making a Formal Complaint
If your complaint is more complex, or if you would prefer to raise it formally, please contact us by email or post:
Email: info@fasttrackhousesales.co.uk
Post: Fast Track House Sales – Complaints Team, 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
To help us investigate your complaint quickly, please include:
Your name and contact details
The property address or reference (if applicable)
A clear description of the issue
Any supporting evidence
What outcome you feel would resolve the matter
Our Response Times
We will:
Acknowledge your complaint within 3 working days, including a link to this procedure.
Provide a full written response within 15 working days of acknowledgement.
If we need additional information during our investigation, we will contact you. If, after receiving our response, you remain dissatisfied, a further review will be carried out by a senior manager. You will receive our Final Viewpoint Letter within an additional 15 working days.
If You Are Still Not Satisfied
If you are not satisfied after completing our in-house complaints process—or if more than 8 weeks have passed since your complaint was first raised—you can refer the matter to the Property Redress Scheme (PRS) for an independent review.
This service is free of charge to consumers.
Important:
You must refer your complaint to the PRS within 12 months of receiving our Final Viewpoint Letter.
The PRS requires that all complaints are processed through our internal procedure before an independent review can take place.
Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Membership Number: PRS058109
Address: Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
WD6 1JH
Our Commitment
We take all complaints seriously and aim to resolve issues fairly, transparently, and as quickly as possible. Your feedback helps us improve our services and uphold the standards required by the Property Redress Scheme and the National Association of Property Buyers.