At Max 25 Estate Agency, we are committed to providing exceptional service to our clients. However, we understand that there may be times when you are not entirely satisfied with our services. This Complaints Procedure outlines the steps you can take to address any concerns or complaints you may have.
1. Contacting Us
1.1. In the event that you have a complaint or concern, please contact Claire Meyer, our designated Complaints Officer, at claire@max25.co.uk. Claire will serve as your first point of contact and will endeavor to address your complaint promptly and effectively.
1.2. When contacting Claire, please provide as much detail as possible about your complaint, including any relevant documents or correspondence. This will help us understand the nature of your complaint and work towards a resolution.
2. Complaint Resolution
2.1. Upon receiving your complaint, Claire will acknowledge receipt of your complaint within [insert timeframe, e.g., 2 business days] and begin an investigation into the matter.
2.2. Claire will endeavor to resolve your complaint as quickly as possible and will keep you informed of the progress throughout the investigation.
2.3. If additional information or clarification is required from you during the investigation process, Claire will reach out to you promptly to request the necessary details.
3. Final Response
3.1. Once the investigation is complete, Claire will provide you with a final response detailing the outcome of the investigation and any actions taken to address your complaint.
3.2. If you are satisfied with the resolution provided, the matter will be considered closed. However, if you remain dissatisfied with the outcome, you may escalate your complaint further as outlined in Step 4.
4. Escalation Process
4.1. If you are not satisfied with the response provided by Claire, you may escalate your complaint to The Property Ombudsman.
4.2. Details of the escalation process, including contact information for the relevant authority, will be provided in the final response letter issued by Claire.
5. Monitoring and Review
5.1. We are committed to continually improving our complaints handling process. As part of this commitment, we will monitor complaints received, identify any trends or recurring issues, and take appropriate corrective actions to prevent recurrence.
5.2. This Complaints Procedure will be reviewed regularly to ensure its effectiveness and compliance with regulatory requirements.
6. Contact Information
6.1. If you have any questions or require further assistance regarding our Complaints Procedure, please contact us at:
Max 25 Estate Agency, Claire@max25.co.uk 020 4587 7347