1. Introduction At Fine Property, we value our customers and strive to provide excellent service. However, if you are dissatisfied with any aspect of our service, we want to ensure that your concerns are dealt with promptly and effectively. This Complaints Procedure outlines how to make a complaint and how we will handle it.
2. How to Make a Complaint If you wish to make a complaint, please follow these steps:
Step 1: Contact the Relevant Department In the first instance, we encourage you to contact the department that you believe is responsible for the issue.
You can do this by:
- Phone: Call us at 020 8050 6512 between 9:00AM – 6:00pm Monday – Friday
- Email: Send an email to [email protected]
- In-Person: Visit our office at 52 King Street, Southall, UB2 4DB
Provide us with your contact details, a clear description of the issue, and any relevant information, such as dates, names, and reference numbers. - Step 2: Acknowledgement of Complaint Once your complaint has been received, we will acknowledge it within 3 working days. We will confirm that we have received your complaint.
- Step 3: Investigation Our team will investigate your complaint thoroughly, gathering all necessary information and speaking with relevant parties. We
will aim to complete this investigation within 10 working days.
3. Resolution Once the investigation is complete, we will contact you with our proposed solution. We aim to resolve complaints as quickly and fairly as possible. If your complaint is upheld, we will outline any action we will take to rectify the issue.
4. If You Are Not Satisfied with the Outcome If you are not satisfied with the resolution
offered, you can escalate the matter. You may:
- Escalate to a Senior Manager: Request that a senior member of our team reviews your case. We will aim to resolve the matter within 5 working days.
- External Mediation or Ombudsman: If the issue remains unresolved, you have the right to seek external advice or refer your complaint to an independent Ombudsman or regulatory body. We will provide the necessary details to guide you through this process.
5. Monitoring and Feedback We take complaints seriously and use feedback to improve our services. If you would like to provide any additional feedback or suggestions, please feel free to contact us at any time.
6. Contact Information For general inquiries or further information regarding our
Complaints Procedure, please contact us at:
- Phone: 020 8050 6512
- Email: [email protected]
- Website: www.finepropertyuk.co.uk
