Express Estate Agency – Formal Complaints Procedure
As an Express Estate Agency customer you expect a first class service from us and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.
We are also subject to the rules of The Property Ombudsman. In general terms this gives Clients who are unable to resolve a complaint against us the right to have this reviewed by an independent body ─the Ombudsman.
We hope that our complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a letter or email from us giving our final response.
This document shows the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you’re happy with the way we do it.
Our Complaints Procedure
If you have a problem relating to the service you have received, please discuss this at the earliest opportunity with one of our members of staff. Our aim is to deal with your problem sympathetically, fairly and quickly.
If you feel that the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the department dealing with your enquiry. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will depend on the complexity of the complaint.
If the response by one of our Managers does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to the relevant Senior Manager, alternatively you can write to us at:
Express Estate Agency Complaints: St Georges House, 56 Peter Street, Manchester, M2 3NQ
Alternatively, you can email on email@example.com
A letter of acknowledgement will be sent to you within 3 working days. It will also:
Set out our understanding of your complaint and state when we will be able to reply in greater detail.
You may also be asked for additional information if this is required to assist resolving the matter.
Your letter should state why you are still dissatisfied and what further action you wish Express Estate Agency to take to fully resolve your complaint. A senior member of staff will fully investigate your complaint as quickly as possible and provide a formal written outcome of our findings, this will be provided within 15 working days of your written complaint.
If you remain dissatisfied you are welcome to request a detached review of your complaint, this will be undertaken by staff not directly involved in the transaction and a final response will be provided within 15 working days of your request.
If you are still not satisfied with the steps taken by Express Estate Agency, you can write to:
The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: (01722) 333306
The Property Ombudsman will consider your complaint, taking into account any points made by you and Express Estate Agency. Any referral to The Ombudsman must be made within 12 months of you receiving our final response or offer of settlement.
The Ombudsman’s Office may try to settle the dispute by agreement between you and Express Estate Agency. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.
The Ombudsman will send his decision to you and Express Estate Agency. You can accept or reject his decision. If you reject the Ombudsman’s decision, it will lapse and you are free to do as you wish.