Our complaints policy

We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers’ experience.

Should you have any tips for us on how to improve, we would love to hear from you!

Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as allow us to improve things, however big or small your suggestions might be.

If you would like to give us your feedback, please email us at info@peragagroup.com with your comments. We will acknowledge your email and forward your comment to the relevant Team Leader and our Business Manager, depending on which area of the business your comment relates to.

 2. Purpose of this Complaints Policy

  2.1  PerAga Homes Limited welcomes and encourages feedback of all kinds from our customers.  If you have a Complaint about our services, our customer service, or about our staff, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our
business and customer experience in the future.

  2.2 It is our policy to resolve complaints quickly and fairly, where possible without recourse to formal investigations or external bodies.  In particular, the aims of this Complaints Policy are:

                 2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about PerAga Homes Limited our services, our                                                        customer service, or about our staff;

                 2.2.2 To ensure that everyone working for or with PerAga Homes Limited knows how to handle complaints made by our customers;

                 2.2.3 To ensure that all complaints are handled equally and in a fair and timely fashion;

                 2.2.4 To ensure that important information is gathered from complaints and used in the future to avoid such a situation arising again.

 3. What this Complaints Policy Covers

  3.1 This Complaints Policy applies to the provision of services by PerAga Homes Limited to our customer service and to our staff.

   3.2 For the purposes of this Complaints Policy, any reference to PerAga Homes Limited also includes our employees, agents and subcontractors.

   3.3 Complaints may relate to any of our activities and may include (but not limited to):

                3.3.1 The quality of customer service you have received from PerAga Homes Limited

                3.3.2 The behaviour and/or professional competence of our staff;

  3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person:

               3.4.1 Matters concerning contractual or other legal disputes;

              3.4.2 Formal requests for the disclosure of information, for example, under the Data Protection Act;

 4. Making a Complaint

  4.1 All Complaints, whether they concern our services, our customer service, or our staff, should be made in one of the following ways:

                4.1.1 In writing, addressed to Andrei Perdum, Registered Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

                4.1.2 Or by email, addressed to Andrei Perdum at  info@peragagroup.com

  4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

                4.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

               4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

               4.2.3 If your Complaint relates to a particular property we are dealing with, the property details;

               4.2.4 If you are making a Complaint about a particular member of staff, the name and, where appropriate, position of that person;

               4.2.5 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

               4.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint;

               4.2.7 Details of what you would like PerAga Homes Limited to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

 5. How We Handle Your Complaint

  5.1 PerAga Homes Limited operates a Two Stage Complaints Handling Procedure.  Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Stage One without further recourse.  If you are not satisfied at the end of Stage One, you may escalate your Complaint to Stage Two.  If you are still not satisfied following our Final Viewpoint Letter, Complaints may be referred to our Professional Body as detailed below.

  5.2 Stage One:

               5.2.1 Upon receipt of your Complaint, the PerAga Homes Limited identified above in Section 4.1 will log the Complaint in our Complaints Log and will
acknowledge receipt of it in writing within 3 business days, giving you a Complaint Reference number.

               5.2.2 When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler.  This may be the person to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.

               5.2.3 If your Complaint relates to a specific member of staff, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond.  Any communication between you and the staff member in question should take place only via the Complaint Handler
and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.

              5.2.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for
it.  We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. 
If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be
aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

               5.2.5 We aim to resolve Stage One Complaints within 15 business days. However, in some cases, particularly if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

                5.2.6 At the conclusion of Stage One, regardless of the outcome, we will provide you with full details of our investigation (Outcome Letter), our
conclusions from that investigation, and any action taken as a result.  You will also be reminded of your right to appeal our decision and escalate the Complaint in the form of an Appeal.

  5.3 Stage Two:

                5.3.1 If you are not satisfied with the resolution of your Complaint at Stage One, you may appeal the decision and have the Complaint escalated to Stage Two. Appeals will be handled by a Director level member of our team.

                5.3.2 Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an
appropriate Appeal Handler.  Receipt of Appeals will be acknowledged in writing within 3 business days.  When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.

               5.3.3 If your Complaint relates to a specific member of staff, that person will be informed of your Appeal and given a further opportunity to
respond.  Any communication between you and the staff member in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.

               5.3.4 If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

               5.3.5 We aim to resolve Stage Two Complaints within 5 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

              5.3.6 At the conclusion of the Stage Two procedure, regardless of the outcome, we will provide you with full details of our investigation (Final Viewpoint Letter), our conclusions from that investigation, and any action taken as a result.  Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint.

              5.3.7 As we are members of The Property Ombudsman (TPO) you, as a service user, have the right to seek External Resolution of your Complaint from that redress scheme if you are not satisfied with the outcome of your Stage Two Complaint.

  5.4 External Resolution:

               5.4.1 If you are not satisfied with the resolution of your Complaint at Stage Two you may refer your Complaint to The Property Ombudsman (TPO). Any such referral must be made within 12 months of receipt of our final decision.

             5.4.2 For details of their Complaint and conflict resolution mechanisms, please contact them by post at The Property Ombudsman, Registered in England No: 3339975 – Registered Office: 33 The Clarendon Centre Salisbury Business Park, Dairy Meadow Lane, Salisbury, Wiltshire, United Kingdom, SP1 2TJ

              5.4.3 Please note that The Property Ombudsman will only be able to consider complaints relating to a breach of its rules of conduct.

 6. Confidentiality and Data Protection

  6.1 All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those staff members of PerAga Homes Limited who need to know in order to handle your Complaint.

  6.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.  If you have given such permission, you may revoke it at any time by contacting Andrei Perdum (Director) whose details are provided above in Section 4.1.

  6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 2018 and your rights under that Act.

  7. Questions and Further Information

 If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please
contact Andrei Perdum by post at PerAga Homes Limited, Registered Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ by telephone on 0739 721 8330 or by email at  info@peragagroup.com.

 8.Policy Responsibility and Review

 8.1 Overall responsibility for this Complaints Policy within PerAga Homes Limited and the implementation thereof lies with Andrei Perdum (Director).

 8.2 This Complaints Policy is regularly reviewed and updated as required.

 8.3 This Complaints Policy was adopted on 15/04/2024.

  8.4 This Complaints Policy was last reviewed on 15/04/2025.

Name: Andrei Perdum

Position: Director

Sign: A-I Perdum

Date: 15/04/2025