We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it ASAP. This will help us to improve our standards and provide the best service for you.
If you have a complaint please follow the procedure below:
1. Contact Us: Please raise your concern in writing You can do this by:
- Sending us an email at [email protected]
- Sending us a letter in the post.
2. Provide Details: When contacting us, please provide as much detail as possible about the nature of your complaint, including relevant dates, names of individuals involved, and any supporting documentation as this will help us deal with your complaint promptly.
3. Investigation: Upon receiving your complaint, we will acknowledge it promptly and initiate an investigation. Our dedicated team will thoroughly review the matter and aim to provide a resolution as quickly as possible.
4. Resolution: We are committed to resolving complaints fairly and efficiently. Once our investigation is complete, we will communicate our findings and proposed resolution to you in writing. We will respond to you within 7 working days with an update regarding your complaint. If for some reason we have not responded within this time frame, please feel free to get in touch via phone or email.
5. Escalation: If you remain dissatisfied with the outcome, you may request for your complaint to be escalated to a senior member of our management team. They will conduct a further review and provide a final response.
6. Regulatory Bodies: If you believe that we have not adequately addressed your complaint within 8 weeks, you have the option to escalate it to the relevant regulatory body. The Property Redress Scheme are a consumer redress scheme who will investigate your complaint if we have failed to address your complaint within the relevant time frames.
We value your feedback and are dedicated to continually improving our services. Your satisfaction is our priority, and we appreciate the opportunity to address any concerns you may have.