The UK's Largest Customer Review Website for the Property Industry
The UK's Largest Customer Review Website for the Property Industry

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0% letting fee satisfaction
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 0% | 0% | £0 | £0 |
| Lettings | 0% | 0% | £0 | £0 |
New Neighbours Estate Agents
Clyde Offices, 48 West George Street, Glasgow, Glasgow City
G2 1BP
01413702350

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COMPLAINTS HANDLING PROCEDURE What can I do if I am not satisfied with the service I have received from your Company? Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide. We have adopted a three-stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. How do I make a complaint to you? Stage 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 there should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked. Stage 2 If this verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Senior Manager responsible for the office that deals with your property. His or her details are provided overleaf. We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls that have taken place regarding your complaint. In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information: • Your name, address and a daytime telephone number on which you can be contacted. • The name and office location of the individual within the company with whom you have been dealing. • A clear description of your complaint, giving concise details of what you believe has gone wrong. • Details of what you would wish to be put right. Your letter will be acknowledged within five working days and you will be advised of the timescale for sending a full reply. The Line Manager will then conduct an internal investigation into your complaint and, following completion of the same, will provide you with a full response and let you know what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction. Stage 3 If the matter still remains unresolved or if you still have concerns, you can request that the matter be referred to Director level. In this case, the Manager will provide you with the contact details of the appropriate Director assigned to the case. The Director will personally conduct a separate review of your complaint and contact you to inform you of the conclusions reached. What can I do if I am still not satisfied? If you remain dissatisfied with any aspect of our handling of your complaint, then we would be pleased to discuss with you whether it is appropriate for the matter to be referred to an independent third party. • If you are a consumer, you should contact: The Property Redress Scheme Premier House 1st Floor Elstree Way Borehamwood WD6 1JH 0333 3219418 www.theprs.co.uk Useful Contacts (to be completed as appropriate when Complaints Procedure provided) Stage 1 contact: Name: Position: Address Telephone No: Fax No: Email: Stage 2 contact: Name: (Senior Manager) Position: Address: Telephone No: Fax No: Email: Stage 3 contact: Name: (Director) Position: Address: Telephone No: Fax No: Email:
Last updated at 1/3/2018, 4:41:37 AM by allAgents