Complaints Procedure

We aim to provide a professional service on every mandate, but if something falls short we want to hear about it and put it right. This procedure explains how to complain and what happens next.

Stage 1 — Tell us

Put your complaint in writing to 19 Sourcing Ltd, 124 City Road, London, EC1V 2NX, or send it through the contact form on this website marked "Complaint". Please include your name, contact details, the property or engagement concerned, what went wrong and what outcome you are seeking.

• We will acknowledge your complaint within 3 working days.
• A director will investigate and send you a full written response within 15 working days. If we need longer, we will tell you why and when to expect our reply.

Stage 2 — Final viewpoint

If you are not satisfied with our first response, tell us and your complaint will be reviewed afresh. We will send you our final viewpoint letter within 15 working days of your escalation.

Stage 3 — Independent redress

If you remain dissatisfied after receiving our final viewpoint letter — or more than 8 weeks have passed since your original complaint — you may refer the matter, free of charge, to the Property Redress Scheme, of which we are a member (membership number PRS059653):

• Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
• Telephone: 0333 321 9418
• Email: info@propertyredress.co.uk
• Website: propertyredress.co.uk

Referrals to the scheme should normally be made within 12 months of our final viewpoint letter. The scheme provides an independent route to resolution and its decisions are binding on us.