We are a member of The Property Redress Scheme and aim to provide the highest standard of service to all our
customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any
raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as
soon as they are raised. You may find below our guidance for making a complaint in relation to: • Estate Agency •
Residential Lettings & Property Management

Stage One – Property Manager
We receive very few complaints; however, we understand that sometimes things don’t go exactly to plan and
occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team
you have been dealing with, alternatively your concern should be directed to the property manager, Sean Hay. He will
acknowledge receipt of this within fourteen working days and endeavour to resolve your complaint as soon as
possible but no later than twenty-one working days from when notification of the issue was received. Sean Hay
Property Manager, Highland Premier Properties Caithness Ltd, T/a Yvonne Fitzgerald properties Yvonne Fitzgerald
Properties, 7 Swanson Street Thurso KW14 8AP by email to enquiries@yvonnefitzgeraldproperties.co.uk

Stage Two – Firm Director
If you remain dissatisfied, you may then further your complaint in writing to the Director of the firm, Yvonne
Fitzgerald. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one
month of completing Stage 1. Your escalation will be acknowledged within fourteen working days of receipt and the
Director will work with you to try and resolve any issues raised as promptly as possible. Within thirty working days
the Directors will detail their findings and recommendations in a written response to you, to confirm our ‘final
viewpoint’ on the matter. Email to yvonne@yvonnefitzgeraldproperties.co.uk
Director Yvonne Fitzgerald, Highland Premier Properties Caithness Ltd, T/a Yvonne Fitzgerald properties Yvonne
Fitzgerald Properties, 7 Swanson Street Thurso KW14 8AP

Stage Three – The Property Redress Scheme
Once you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may
approach The Property Redress Scheme contact details below: The Property Redress Scheme, 7th Floor Corn
Exchange, 55 Mark Lane, London, England, EC3R 7NE, Telephone 0333 321 9418

Please note that if you do wish to contact The Property Redress Scheme you must do so within 12 months of the date
of the final viewpoint letter. It is also important to note that The Property Redress Scheme will not consider your
complaint until our internal complaints procedure has been exhausted.