Complaints Procedure for Estate Agents in Ilford
Our Complaints Procedure ensures a fair, transparent, and timely process to address your concerns. We are committed to resolving issues efficiently, protecting your rights, and providing clear guidance on escalating unresolved complaints to the Property Ombudsman.
Our Commitment to Fair & Transparent Complaint Resolution
We have established a complaints procedure to address any concerns or complaints you may have. We aim to resolve grievances and enhance our professional services, including property management. Rest assured that all complaints will be thoroughly investigated, and there will be no charge to you, the consumer, for this process. Your legal rights remain unaffected throughout the procedure.
How to File a Complaint: Step-by-Step Guide
Stage 1
If you have a complaint against RE/MAX STAR (the Company), we kindly request that you initially address it to the person you have been dealing with regarding the specific matter that has prompted your complaint. They will be the primary contact for addressing and resolving your concerns.
If you are unable to receive a satisfactory explanation for your complaint within 24 working hours, we encourage you to contact the appointed Manager listed below. If your complaint has not been resolved at Stage 1 or if you have made a complaint directly to the individuals listed below, we will proceed with the following steps.
Stage 2
If your complaint was made verbally, please provide a written summary of the nature of your grievance. This will help us address and resolve your complaint effectively. Once we have received your written summary, we will promptly acknowledge receipt in writing, typically within 3 working days. This acknowledgment will confirm our understanding of the circumstances that led to your complaint. In some cases, we may request additional information to gain further clarity on the situation. We will also provide you with an opportunity to share any additional comments or insights you may have regarding the matter. We will proceed with our investigations into your complaint. Typically, within 15 working days of receiving your written summary, the person handling your complaint will provide you with a written response. This response will inform you of the outcome of the investigation and detail any actions that have been or will be taken. If your complaint requires additional time for investigation, we will send you a progress update to keep you informed of the ongoing process. If you are still unsatisfied with any aspect of the handling of your complaint, we are committed to promptly resolving it through negotiation.
Stage 3
If your complaint remains unresolved to your satisfaction at any stage, we are willing to refer it to the Property Ombudsman for Estate Agents for further assistance and resolution.
The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306 www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints be addressed through this in-house complaints procedure before being submitted for an independent review.
For any questions about our complaint handling or other services, such as guaranteed rent or block management, please don’t hesitate to contact us. We are here to provide clear and professional support every step of the way.