Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the time frames set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter).
Informal Resolution:
if a complaint is to be made we en-courage clients to raise concerns informally with their primary point of contact.
– We will attempt to resolve the issue promptly through discussion and agreement.
Formal Complaint Submission:
– If the issue remains unresolved, we advise the client to submit a formal written complaint to the estate agency,
With detailed information including the problem, dates, involved parties, and any evidence.
Address: Morgan Howles Estate Agents LTD, 55B High Street, Kinver,
Acknowledgment:
– We will acknowledge receipt of the complaint within 3 working days.
– We will Notify the client of the investigation process and expected response timeline.
Investigation:
– We will conduct a thorough investigation, interviewing staff, reviewing documents, and gathering relevant information.
– We will ensure a fair and impartial assessment of the complaint.
Response:
– We will provide a written response detailing investigation findings, actions taken, and outcome.
– We will address all points raised in the complaint clearly and transparently.
Resolution:
– We will Offer a resolution to the client based on the investigation findings.
– We will Inform the client of their right to escalate the complaint to an independent redress scheme if dissatisfied.
Learn and Improve:
– We will use complaints as opportunities to learn, improve services, and prevent future issues.
– We will analyse complaints regularly to identify trends and implement necessary changes for enhanced service delivery.
If we are unable to agree on how to resolve your complaint, you have the opportunity to take your complaint to an independent redress provider, Morgan Howles Estate Agents Ltd has chosen to use the following redress provider:
Property Redress Scheme,
Premier House,1st Floor,Elstree Road,
Borehamwood,
Hertfordshire
WD6 1JH
0333 321 9418
info@theprs.co.uk
