Our aim is to resolve disputes fairly, reasonably and as quickly as possible. We know that we cannot please everyone all the time and that as an organisation things can sometimes go wrong. We want to learn from our mistakes. In our contract with customers we aim to be polite and professional. We welcome constructive criticism. We are members of the Ombudsman Scheme for Estate Agents.

Procedures In Place To Resolve:
If a complaint is not resolved with 24 hours then the complaints register should be completed.

Verbal Complaints – Should be resolved on the day that they are received by the member of staff who received them. If they are unable to resolve then the client will be advised that they will need to put their complaint in writing and the timescales that they can expect to receive a response, usually within 72 hours.

Written Complaints – A response will be sent with 72 hours. If we have not had time to do a full investigation then a letter / email will be sent explaining this to clarifying the timescale that the client can expect a full response. Initial investigation and response should be made by the office manager and their team. If a verbal resolution is made then written confirmation should also be sent and a copy kept on file.

If The Complaint Is Not Resolved – The client will be told that it will be referred to our in-house complaints department. The client will be sent a letter / email confirming the name of the person now dealing with the matter and a timescale that they can expect to receive a reply (usually 10 working days but in exceptional circumstances up to a maximum of 28 days).

A full history will then be conducted by the investigating officer, who will require copies of the file / notes and any relevant correspondence. A decision will then be reached whether the complaint should be upheld or rejected. A report will be sent to the relevant office to be held on their file. A letter / email with the outcome will be sent to the client giving full reasons for the decision reached.