The Company is committed to providing an efficient service for its customers. In order to achieve this, the Company keeps up to date with technology and employs well trained, dedicated staff.
Unfortunately, there may be rare occasions where we will fall below our own high standards and we recognise the concern this can cause and have implemented a procedure designed to minimise the inconvenience to our customers.
It is the policy of the Company that all complaints are taken seriously and are dealt with in a uniform way.
Raising a Complaint
It is recommended that the complainant contact the person that they have been dealing with and explain in detail the reason for the complaint. This can be done during telephone or face-to-face discussion, or in writing.
The person the complainant has been dealing with will try to find a satisfactory outcome to the resolve the issue as quickly as possible.
Escalating Your Complaint
If a complaint has not been satisfactorily resolved by the person the complainant was dealing with, the matter can be brought to the attention of the Agent. This can be done during telephone or face-to-face discussion, or in writing.
freshneygreen@scotts-property.co.uk
The Office Manager will then investigate the matter and provide a response within 10 working days. This will often be in writing but may involve some telephone discussion to ensure the best outcome is achieved. The initial outcome will always be provided in writing.
Escalating Your Complaint Further
If the matter is not resolved after a response has been provided by the Manager, the complainant should bring the matter to the attention of the following:
Scott’s Property LLC, freshneygreen@scotts-property.co.uk
Please note: Scott’s Property LLC will not consider a complaint until the Manager has responded to the complaint in full. If Scott’s Property LLC does not feel that the initial complaint process has been exhausted, your complaint might be passed back to the Manager. The Company’s final response will be provided within a further 5 working days.