Complaints Procedure
Our commitment to you
At Retirement Homesearch we aim to provide the
best possible service and to treat all clients in a polite, fair
and efficient way. However, we recognise that occasionally things
can go wrong. When this happens we would like you to let us
know so that we can try to rectify this and improve the way we
work.
We would like to know if you are not happy
with the service you have received, if we have done something
wrong, or if we have not done what we said we would. We are always
receptive to new ideas and we take all complaints seriously.
We will investigate any complaint fully and if we feel we have done
something wrong we will apologise and put it right.
Set out below are the steps you should follow
in the event of deciding to complain about our service and how we
will deal with your complaint. Also set out is the process
through which you can appeal if you disagree with our response to
your complaint.
Making a complaint
Anyone who feels let down by Retirement
Homesearch can make a complaint, whether you are a buyer or seller
or have been affected in some other way by something we have done.
We are also happy to receive a complaint from anyone representing
one of these people.
What you should do if you have a
complaint
Please use the following procedure to tell us
about your complaint and what you would like us to do to put things
right:
Stage One
If you have a complaint, the first thing you
should do is to contact your Sales Advisor in writing. In most
cases your Sales Advisor will be in the best position to help sort
out your problem and most complaints are resolved in this way. The
Sales Advisor will acknowledge your complaint and will endeavour to
give you a full response within seven working days. If they are
unable to respond fully in this time they will let you know why and
how long it will take. This will be no longer than 25 working
days.
The Sales Advisor may need to speak to their
Line Manager before they can respond fully. If this is so they will
tell you and let you know when you should expect a full response.
If it is likely to be helpful in resolving your complaint, your
Sales Advisor will arrange for their Line Manager to contact you
directly to discuss the issue.
We hope that your complaint can be sorted out
to your satisfaction at this stage but if for any reason you are
not satisfied you can appeal under Stage Two. You should make your
appeal within 25 working days of receiving the response to your
complaint.
Stage Two
If you are not satisfied that your complaint
has been dealt with properly, you should write to the Head of
Retirement Homesearch at Queensway House, 11 Queensway, New Milton,
Hampshire, BH25 5NR setting out details of your complaint and why
you are not satisfied. The Head of Retirement Homesearch will look
into your complaint and the way it has been handled.
The Head of Retirement Homesearch aims to
respond to any complaint within 14 working days. When this is
not possible your complaint will be acknowledged within 14 working
days and you will be told how long it is likely to take. This will
be no longer than 25 working days.
Stage Three
In the unlikely event that you feel you have
not received a reasonable response to your complaint under Stages
One and Two, you can appeal under Stage Three to the Managing
Director (MD) of Peverel Retirement Division. If this is the
case, you should write to the Managing Director, Peverel Retirement
Division, Queensway House, 11 Queensway, New Milton, Hampshire,
BH25 5NR within 25 working days of receiving the Head of Retirement
Homesearch’s response. Please mark your envelope “Private and
Confidential, Addressee Only”.
The MD investigates all Stage Three appeals,
your complaint and the way it has been handled will be considered.
The MD will write to you with a full response within 25 working
days of receiving your appeal.
Stage Four
If you are still not satisfied with that your
complaint has been dealt with to your full satisfaction Retirement
Homesearch are members of the Ombudsman for Estate Agents and you
should contact write to them at Beckett House
4 Bridge Street, Salisbury, Wiltshire, SP1 2LX or visit
www.oea.co.uk where you will find full
details of their complaints handling process.