Complaints Procedure

Brightestmove – Customer Care Policy At Brightestmove we endeavour to ensure your experience of our service is second to none, however we appreciate that at times you may become dissatisfied. We are committed to rectifying any issues as soon as possible. What can I do if I am not happy with the service I have received? Whilst we are committed to providing a quality service, we acknowledge that on occasion things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Step 1: 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 that you may have. If this does not resolve your concerns, then the formal complaints procedure can be invoked. How do I make a formal complaint? Stage 1: If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put the complaint in writing to the relevant person. 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 your complaint: • Your name, address and any further contact numbers • Name and office location of the individual or issue that you wish to make a complaint about • A Clear description of your complaint • Details of what you wish to be put right We will respond within 10 days of receiving your complaint. Stage 2: If your complaint is not satisfactorily resolved by stage one above, refer the matter again to us. We will then investigate again and provide a final view point. We will acknowledge within 3 working days of receipt and you will be advised of the time scale for sending a full reply, which will be within 15 working days. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provided with a final viewpoint with details of what actions we have taken or will take. It is hoped that this response will resolve the matter. In all circumstances you should write to: Director Martin Howarth Brightestmove 28 High Street Bridgwater Somerset TA6 3BJ Tel No: 01278 420444 What can I do if I am still not satisfied? If you remain dissatisfied with any aspect of our handling of your complaint, you have the option to take your complaint to the Property Ombudsman within twelve months of the date of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints procedure. The Property Ombudsman can be contacted at the following: The Property Ombudsman Milford House 43 – 55 Milford Street Salisbury Wiltshire SP1 2BP Tel No: 01722 333306 Fax No: 01722 332296

Last updated at 7/18/2019, 3:50:35 AM by allAgents

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