Complaints Policy
At The Upgrade Authority (TUA), our customers are at the heart of what we do. We are committed to providing a fair, prompt, and courteous service at all times. However, if you feel we have fallen short of these standards, we have a clear process for handling complaints to ensure your concerns are addressed efficiently and fairly.
Stage 1: Initial Complaint
If you are unable to resolve the issue informally, the first step is to submit your complaint in writing. Please write to the member of staff who assisted you or their manager, clearly detailing the nature of your complaint, how it has affected you, and the resolution you are seeking.
- Acknowledgement: You can expect an acknowledgment of your complaint within three working days of receipt.
- Response: We aim to provide a full response and explanation within 15 working days.
If you’re unsure who to direct your complaint to, please send it to our head office at:
The Upgrade Authority
Henleaze House Business Centre
13 Harbury Road, Henleaze
Bristol, England
BS9 4PN
Email: support@theupgradeauthority.com
Stage 2: Escalation
If you are not satisfied with the response you receive at Stage 1, you may escalate your complaint by writing again to our head office. Your request will be acknowledged within four working days, and a further response will be provided within 15 working days.
In cases where the matter requires more detailed investigation, you will receive an interim response explaining what steps are being taken and when you can expect a full reply.
If you still feel the matter remains unresolved after this, your complaint will be reviewed by our Proprietor, who will conduct a final investigation and provide a Final Viewpoint on the issue.
Stage 3: Property Redress Scheme (PRS)
In the unlikely event that you remain dissatisfied with our final response, you may refer the matter to the Property Redress Scheme (PRS) for independent review.
You can submit your complaint to the PRS after you have received our final viewpoint letter or if more than eight weeks have passed since you first raised the complaint. You must refer your complaint to the PRS within 12 months of receiving our final viewpoint.
Property Redress Scheme
Henleaze House Business Centre
13 Harbury Road, Henleaze
Bristol, England
BS9 4PN
For more details on submitting a complaint to the PRS, please visit their website:
www.theprs.co.uk/Complain
We are committed to resolving your concerns swiftly and ensuring that any issues are fully addressed. If you have any questions or require further assistance regarding this process, please contact us at support@theupgradeauthority.com.
Thank you for giving us the opportunity to address your concerns.