Cast Iron Property Solutions Ltd is committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact Andy Davies (Director).

Step 1: Contact Us

Please put your complaint in writing by email to ensure we have a clear record of your concerns:

• Email: info@castironpropertysolutions.co.uk

• Phone: 01792 344403 / 07492 520 875

Step 2: Our Response Timeline

1. Acknowledgement: We will acknowledge receipt of your complaint in writing within 3 working days.

2. Investigation: We will then investigate your complaint. This will normally involve a full review of your file and speaking with the specific assessor or staff member involved.

3. Formal Outcome: Within 15 working days of sending the acknowledgement letter, Andy Davies will send you a detailed written reply, including his suggestions for resolving the matter.

Step 3: Final Review

If you remain dissatisfied, you should contact us again. We will conduct a final review of the decision within 10 working days. We will then write to you confirming our final viewpoint on the complaint.

Step 4: External Redress

If we are unable to resolve your complaint within 8 weeks, or if you remain dissatisfied with our final viewpoint, you may refer the matter to the following independent bodies:

For Property Management Issues:

As a member of the Property Redress Scheme (PRS), you can refer your complaint to them for independent adjudication.

• Website: www.theprs.co.uk

• Membership No: PRS044264

For EPC, Retrofit or Legionella Assessment Issues:

If your complaint relates to an Energy Performance Certificate (EPC) and we cannot resolve it, you should contact our accreditation body:

• Accreditor: Elmhurst Energy

• Assessor No: EES/031234

• Website: www.elmhurstenergy.co.uk