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We are East London's biggest room let agency with over 1000 rooms and growing! We strive to deliver excellent customer service and affordable rooms.
Oct 14,2014
Minithumbup
By: 'Alex Murphy'
Oct 14,2014
9 people found
this helpful
Bobby was very good in helping me find an investment property in the city. He helped me get in touch with a broker to arrange my BTL mortgage. Superb products! Thanks a lot, I will surely be using you again in 6months time to purchase my next property....
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Comment on agent fees
No buyers fees. Fast service, good to have an inhouse broker!
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Last updated at 10:23 AM 21/11/2016 by allAgents

Complaints Procedure

Here at Sterling De Vere we pride ourselves on the level of customer service we provide. However,sometimes things do go wrong and you may need to complain, rest assured we are a member of The Property Ombudsman (TPOS) and as such aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues as quickly as possible, although in the majority of cases we hope to resolve them at branch level.

Stage One - Branch Manager (BM)

The first step in dealing with a complaint is the liaison with the Branch Manager. Each of our branches are equipped with a very friendly and professional Manager who are more than capable to deal and address any complaints or issues you may have. With direct contact and swift replies, the Branch Manager is sure to do the best of their ability to resolve any problems.

Stage Two รขย€ย“ Chief Operations Officer (COO)
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Chief Operations Officer. You must write to them within 28 days of receiving the Branch response. The Branch manager will supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three รขย€ย“ Managing Director (MD)
If you remain dissatisfied, you may address your concerns in writing to the Managing Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Stage Four - The Property Ombudsman (TPO)
After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk
Last updated at 10:23 AM 21/11/2016 by allAgents

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