Firstly if you are reading this because you have a complaint that you wish to log then may I take this opportunity on behalf of More Property to apologise for this becoming necessary.
More Property LTD, a Member of The Property Redress Scheme for both sales and lettings, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by a senior member of staff. However, in the event that we are not able to deal with the issue to our mutual satisfaction, we will refer you to The Property Redress Scheme.
Stage 1 (Optional) - Please feel free to contact our office on 01202 776968 or by emailing
[email protected] to advise and discuss the nature of your complaint so that we can attempt to put things right and rectify the issue. A log of your complaint will be created and the outcome recorded.
Stage 2 - If you are dissatisfied with the outcome having already discussed the nature of your complaint or you wish to log your complaint in writing then please provide as much detail as possible and address your complaint to: Customer Services, More Property LTD, More Property Ltd, Wessex House, St Leonards Road, Bournemouth, Dorset, BH8 8QS or by email to
[email protected]
Stage 3 - A log of your written complaint will be recorded, and written acknowledgement will be sent to you within 3 working days advising that a senior member of staff who is not directly involved in the complaint will be promptly undertaking a proper investigation.
Stage 4 - A formal written outcome of the investigation will be sent to you within 15 working days containing details of any offers deemed necessary.
Stage 5 - If you remain dissatisfied then you can request a speedy and separate detached review to be conducted by another member of staff not connected to the complaint. The details and findings of this review will again be sent in writing within a further 15 working days with any revised offers being made.
Stage 6 - Following the conclusion of the investigation a written statement including any offers made
will be sent to you accompanied by information on how to refer the matter to The Property Redress Scheme if still dissatisfied. Any referrals to The Property Redress Scheme must be made within 6 months of our final view and there is NO payment payable by you for this service.