In House Complaints Procedure for Susan Spokes Real Estate

At Susan Spokes Real Estate, we strive to provide excellent service to all our clients. However, if you feel dissatisfi ed with our service, please follow this complaints procedure:

1. Initial complaint submission: Submit your complaint in writing to the designated complaints officer or manager at Susan Spokes Real Estate, clearly outlining the nature of your complaint, relevant details, and desired resolution
2. Acknowledgement: The agency should acknowledge receipt of your complaint within a few days
3. Investigation: Susan Spokes Real Estate will investigate your complaint, typically within a 15-working-day period
4. Final response: After the investigation, you should receive a final written response detailing their findings, any actions they will take, and their decision regarding your complaint
5. Escalation option: If you’re unsatisfied with the final response, the complaints procedure should outline the next steps, which may involve escalating the matter to a senior level within the agency

It’s important to note that Susan Spokes Real Estate, as a member of The Property Redress Scheme, must allow you to escalate your complaint to this external body if you remain dissatisfied after completing their internal process or if 8 weeks have passed without resolution.

The Property Redress Scheme

Limelight
1st Floor Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

www.portal.propertyredress.co.uk

tel: 0333 321 9418
email: info@theprs.co.uk