Complaints Procedure
Alex Crown Lettings & Estate Agents
complaints, wherever possible, complaints are dealt with quickly and
informally. It is hoped the vast majority of complaints can be solved at the
first stage.
Informal
Complaints – stage 1
An informal
complaint can be made verbally, by email or in writing to Sheelpe Aktar, Head
of Customer Care. A person wishing to make a complaint should explain clearly
what he or she is dissatisfied with, and what he or she wish Alex Crown
Lettings & Estate Agents to do. Sheelpe will then liaise with those
relevant, to help resolve your concerns.
A response to
a complaint at an informal stage will be made as soon as possible and in any
event within 10 working days.
Formal
Complaints – stage 2
A formal
complaint needs to be made in writing addressed to Hafizur Rahman, General
Manager. The written complaint should state what the customer is dissatisfied
with and what they would like Alex Crown Lettings & Estate Agents to do in
helping to resolve the matter.
A written
response will be provided in 20 working days. If this period is exceeded the
customer will be informed as to why this is the case.
Stage
3 Review
If, after
having received the response from Alex Crown Lettings & Estate Agents the
customer remains dissatisfied, they can refer the complaint to, The Property
Ombudsman (TPO) within six months for a review.
They are an
impartial government approved organisation who only review complaints made by
consumers.
For more information please read the TPO’s Consumer
Guide.
You can contact the TPO at:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 33330601722 333306
Facsimile: 01722 332296
Website: www.tpos.co.uk
E-Mail:
[email protected]
Amendments
Alex Crown reserves the right to change the
schedule of fees and these terms of business upon providing reasonable notice
in writing.
All
fees unless otherwise stated are Inclusive of VAT
For
any further information please ask for details.
Alex
Crown are members of The Property Ombudsman (TPOS)
for
Lettings and National Federation of Property Professionals
(PI+CMP)
Client Money Protection Scheme.
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