Complaints Procedure
1. Introduction
We are dedicated to providing excellent service to all clients. However, we understand that sometimes things may not go as planned. This procedure outlines how complaints will be handled fairly, professionally, and promptly.
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2. Definition of a Complaint
A complaint is any expression of dissatisfaction from a client, customer, or partner concerning the services provided by the company. This could relate to issues like the quality of service, delays, or any actions that did not meet expectations.
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3. How to Make a Complaint
If you are unhappy with any aspect of our service, please let us know. You can make a complaint by putting this in writing to info@ajmpropertypartners.co.uk
When making your complaint, please provide clear details of the issue, including the nature of the problem, any relevant dates, and supporting documents if applicable. This helps us to understand and resolve the issue more quickly.
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4. Acknowledging the Complaint
Once we have received your complaint, we will:
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Acknowledge your complaint within 3 working days.
5. Investigating the Complaint
Alex will personally review your complaint by:
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Carefully considering the details you’ve provided.
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Reviewing relevant documents and any correspondence related to your complaint.
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Taking any necessary steps to understand the full context of the issue.
We will keep you informed about the progress of the investigation and may ask for further details if required.
6. Resolution
Once the investigation is complete, we will:
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Provide a full response detailing the findings.
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If your complaint is upheld, we will offer a fair resolution, which may include an apology, or a solution to the problem.
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If your complaint is not upheld, we will explain why this is the case and outline any measures we will take to avoid similar issues in the future.
We aim to resolve all complaints within 15 working days, though more complex matters may take longer. We will notify you if additional time is required.
7. Escalation
If you are dissatisfied with the resolution or response, you can escalate the matter. Alex will personally review your complaint again, and we can discuss the situation further. You can contact me directly at alex@ajmpropertypartners.co.uk
8. Independent External Review
If you are still not satisfied after our final decision, you have the right to seek an independent third-party review. You may contact The Property Ombudsman:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
(Please note, you must submit your Complaint to the Property Ombudsman within 12months after receiving our final correspondence. The Property Ombudsman require you to go through the internal complaints procedure before submitting anything to them.)
9. Confidentiality
All complaints will be treated confidentially. We will only share details of your complaint with relevant parties involved in resolving the issue. Your privacy is important to us, and we will ensure that any information is handled securely.
10. Continuous Improvement
We view every complaint as an opportunity to improve the service we provide. After resolving any complaint, we will review the issue and make any necessary changes to avoid similar problems in the future.
Contact Information
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Website: www.ajmpropertypartners.co.uk
This procedure is designed to ensure that complaints are resolved fairly and efficiently, helping us improve our services while maintaining high standards of customer care.