Pennine Estates

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Complaints Procedure

Pennine Estates In-House Complaints Procedure. Whilst we make every endeavour to satisfy all our clients, Pennine Estates realises that it is not realistically possible to agree with decisions/procedures carried out in everyday business. Pennine Estates takes pride in its caring and personal service offered to ALL, without any discrimination. As a `first port of call`, we offer a comprehensive In-House Complaints Procedure, which will be dealt with promptly and efficiently. If the need should arise that you wish to make a complaint regarding Pennine Estates or any of its members, we conduct a simple step-by-step procedure. This procedure is listed as follows: ? All complaints/concerns will be initially dealt with by one of Pennine Estates Designated Members. That Designated member is: Mr F Jones. ? Complaints must all be received in writing (it is advised that you send your complaint by Recorded Delivery, in order to assure safe delivery). ? Upon receipt of your complaint, we aim to acknowledge it within approximately 3 working days, upon receipt. (Please note, acknowledging a complaint is merely a formality and does not mean the complaint will have been dealt with in that timescale) ? At this stage, a branch investigation will be opened. We aim to inform you within 21 days, in writing, of our outcome relating to the nature of the complaint. ? If it is not practical to deal with the complaint within 21 days, you will be given an approximate timescale, explaining the reason why more time is required. ? Upon receipt of the outcome, if you are still dissatisfied with the outcome, you have the right to further pursue the complaint In-House, requesting that the case be reviewed by a different Designated Member of Pennine Estates. That Designated Member is: Miss E Reid. ? If you are still dissatisfied with the outcome, you may refer your complaint to the Ombudsman for Estate Agents. The Ombudsman will review the case independently, acting as mediator, and reach its own decision as to whether the complaint is a valid one. Any such complaint must be made within 6 months of the final outcome. Complaints should be sent to: Pennine Estates 323, Oldham Road, Middleton, Manchester M24 2DN

Last updated at 3/17/2023, 10:18:48 AM by allAgents

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