Tyne Vault made my renting experience smooth and hassle-free. Highly recommend their services!

John D.

The team at Tyne Vault is professional and responsive, making property management easy and efficient.

Sarah L.

★★★★★

★★★★★

At TyneVault Property Management, we are committed to delivering a professional and transparent service to all our landlords, tenants, and clients. However, if something goes wrong, we want to hear about it. Your feedback helps us improve our standards and service quality.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged due to factors such as age, disability, infirmity, lack of knowledge, language barriers, economic circumstances, or bereavement.

How to Make a Complaint

If you have a complaint, please put it in writing and include as much detail as possible. You can send it by:
Email: info@tynevault.co.uk
Post: TyneVault Property Management Ltd, Collingwood Buildings, 38 Collingwood Street, Newcastle upon Tyne, NE1 1JF

We will respond within the timeframes outlined below.
If you feel we have not addressed your complaint within 8 weeks, you may refer it directly to the Property Redress Scheme (PRS) for an independent review.

What Will Happen Next

1. Acknowledgement:
   We will send you a written acknowledgement of your complaint within 3 working days of receiving it.

2. Investigation:
   The Office Manager or relevant senior team member will investigate your complaint. We will review your file and discuss the matter with any staff members involved.

3. Formal Response:
   A formal written response outlining the outcome of our investigation will be sent to you within 15 working days of receiving your original complaint.

4. Further Review:
   If you remain dissatisfied, please contact us again. A Senior Member of Staff will conduct an independent review of your complaint. We will send you our final written response within 15 working days of receiving your request for further review.

5. Escalation to PRS:
   If you are still not satisfied with our final viewpoint or if more than 8 weeks have passed since your initial complaint, you may refer your complaint to the Property Redress Scheme (PRS) for an independent review, free of charge.

Property Redress Scheme (PRS) Contact Details

The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

📞 0333 321 9418
🌐 www.theprs.co.uk
✉️ info@theprs.co.uk

Please Note

• You must refer your complaint to the PRS within 12 months of receiving our final response.

• The PRS requires all complaints to go through this in-house complaints procedure before being considered for independent review.

TyneVault Property Management Ltd
Professional. Transparent. Trusted.
📧 info@tynevault.co.uk | 🌐 [www.tynevault.co.uk]

In-House Complaints Procedure – TyneVault Property Management