What can I do if I am not satisfied with the service I have received from you?
Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide.
In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the company. If this office is the source of your complaint, staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.
We have adopted a formal two stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. In certain circumstances it is possible to bypass the first stage and complain directly to a company Director, although we may decide to refer the matter to the person dealing with the first stage where we consider that to be appropriate. Details of the appropriate persons nominated to deal with each stage of your complaint are shown overleaf.
How do I make a formal complaint to you?
Stage 1 – Branch Manager
If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Manager responsible for the office that deals with the matter about which you wish to complain. If your complaint is about that person, please write to that person’s line Manager. We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.
In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of complaint:
Your letter will be acknowledged within 3 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 21 days. An internal investigation into your complaint with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.
Stage 2 – Company Director
If you are not satisfied by the responses from the Branch Manager, you can request the matter is looked upon by a Company Director. A separate review of your complaint will be undertaken and this response will represent the final viewpoint of the company. This response should be received within 10 days.
What can I do if I am still not satisfied?
If you remain dissatisfied with any aspect of our handling of your complaint, then it may be appropriate for the matter to be referred to an independent third party.
The Property Ombudsman
43 – 55 Milford Street,
Tel No: 01722 333306
Fax No: 01722 332296
This is a free service.