Introduction
We at Rochefort Shugar Limited are committed to dealing effectively with any complaints you have about our service. If we have made a mistake, we will apologise and try to put things right. We review complaints regularly and use this information to improve the way we do things. We also welcome comments and compliments about the service we have provided.
We want it to be simple and convenient for you to raise a complaint, make a comment, or pay us a compliment.
What can you expect from us when you make a complaint?
If we receive a complaint from you, we will do all that we can to help you, and we will try to find a solution to any problems you have brought to our attention. We will ensure that:
- Your complaint is acknowledged within 3 working days of the date that it is received.
- We will aim to resolve the complaint within 15 working days. If your complaint is more complex, we may need more time.
- We will let you know within the 15 working day period if we think it may take longer and provide regular updates.
We will respect your right to confidentiality and privacy and treat you fairly in accordance with our commitment to equality.
Outcome
Following our investigation, we will let you know what we have found, using your preferred form of communication (such as letter or e-mail). We will explain how and why we came to our conclusions.
If we find that we have done something wrong, we will tell you, explain what happened, and apologise. If we find there is a fault in our systems or the way we do things, we will let you know and explain how we plan to change things.
Putting things right
If there is a simple solution to your problem, we may ask you to accept this solution. For example, if you asked for a service and we see straight away that you should have had it, we will offer to provide the service rather than continue to investigate.
Staff Training
We will make sure that our staff are trained to handle complaints effectively and receive appropriate training in the use of the Complaints Policy.
The Redress Scheme
We are a member of the Property Redress Scheme. You can contact the Redress Scheme at any time. However, they are unable to deal with a complaint until our complaints process has been completed and we have had a chance to put things right.
Rochefort Shugar Ltd. are legally obligated to belong to a government-approved redress scheme.
This is a government approved independent body that serves as an ‘escalation point’ for complaints that client’s think were dealt with incorrectly/inappropriately by the agent. It allows the client to make a complaint to an appointed official to investigate and give a binding decision, without the need for the Court system.
Complaints Procedure to show Contact Details of Property Redress Scheme on website and within our office with contact details below;
Address – Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
Telephone no. - 0333 321 9418
Email Address - info@propertyredress.co.uk).
Please let Rochefort Shugar know if you would like to discuss the above.
Complaint Management Process
The process for resolving matters which have not been addressed to your satisfaction within agreed timescales or expectations is set out below:
Stage 1 - Making your complaint
Please set out the details of your complaint in writing (by letter or email) by contacting Mark Shugar “Director” at:
Address: Tudor House, 16 Cathedral Rd, Pontcanna, Cardiff CF11 9LJ
Telephone number: 07958 712 750
Stage 2 - Our acknowledgement
Your complaint will be acknowledged within 3 working days of us receiving it.
Stage 3 - Our investigation
Your complaint will be investigated, and Mark Shugar “Director” will provide a formal written response within 15 working days of receiving your complaint.
Stage 4 - Final Viewpoint
If you remain dissatisfied, we will conduct a separate review, and Mark Shugar “Director” will provide our final viewpoint on the matter.
Stage 5 - Redress
If our final viewpoint letter does not resolve matters (or more than 8 weeks have passed), you can request an independent review from the Property Redress Scheme within 12 months of receiving our final letter.