In-House Complaints Procedure – Sedge Estate Agents Ltd
At Sedge Estate Agents Ltd, we are committed to providing a high level of customer service to all our clients and customers. However, if something goes wrong, we want to hear about it so we can improve our standards and continue delivering the best possible experience.
If you wish to make a complaint, please submit it in writing, providing as much detail as possible. We will respond to your complaint in line with the procedures outlined below:
What Happens Next?
- Acknowledgement: We will send you a letter acknowledging receipt of your complaint within three working days, including a copy of this complaints procedure.
- Investigation: Your complaint will be investigated by our office manager, who will review your file and consult with the staff member involved. We will send you a formal written response with the outcome of our investigation within 15 working days of sending the acknowledgment letter.
- Further Review: If you are not satisfied with the outcome, you may request a separate review by a senior member of staff. We will respond to this request within 15 working days with our final viewpoint.
- Property Redress Scheme: If, after our review, you remain dissatisfied with our response, you may refer your complaint to the Property Redress Scheme for further consideration. You can do this by:
- Visiting: www.theprs.co.uk
- Calling: 0333 321 9418
We are committed to resolving complaints promptly and fairly, and your feedback is invaluable in helping us enhance our services.