Complaints Procedure
Any complaint received by an associate, administrator or any persons within
a Century 21 office must be instantly referred to the appropriate Office
Owner. All complaints should be acknowledged in writing and a time frame
indicated as to when they can expect a formal response.
The procedure laid down by Century 21 UK for complaint handling is as
follows:
? Complaint acknowledged in writing indicating time scale
? Complaint must be thoroughly investigated as a matter of priority
? Owner should consider the merit of the complaint and possible
solutions
? Owner should respond to the complainant in writing detailing their
findings and actions if appropriate.
? Advise complainant that if they are unsatisfied with the outcome of the
Office Owners investigation then they can refer the matter to Century
21 UK Head Office and/or The Property Ombudsman
You should be aware at all times of the requirements of the complaints
procedure of The Property Ombudsman as each office is a member of the
scheme and must adhere to the scheme rules.
Head office procedure: A holding letter is issued to the complainant and a
full response will be provided within 21 days once an investigation has been
carried out.