PRS only accepting complaints through online form

[Leo2023]

Hello,

I have written a complaint about a managing agent and sent it to the Property Redress Scheme. They have replied that they only accept complaints through their online form. Can they require consumers to use their online form and refuse to deal with comments by email? Thanks in advance

[PallasAthena]

I can't see any reason why not. Lots of private companies make that stipulation. PRS are authorised under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. That says that correspondence must be by a "durable medium". That is defined in the regulations but I can't see anything in the definition that wouldn't include using an online form.

What's the problem with using an online form?

[Leo2023]

Hello,

I have written a complaint about a managing agent and sent it to the Property Redress Scheme. They have replied that they only accept complaints through their online form. Can they require consumers to use their online form and refuse to deal with comments by email? Thanks in advance

Have now managed to submit the complaint to the PRS, but would still be interested in an answer. Thanks.

[atticus]

My answer is "yes".