Compliments and Complaints

1. Our Aim

The Good Estate Agent is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders.

Therefore we aim to ensure that:

• Making a compliment or complaint is as easy as possible
• We welcome compliments, feedback and suggestions
• We treat a complaint as a clear expression of dissatisfaction which calls for an immediate response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond appropriately with explanations or apologies where we have got things wrong
• We learn from complaints and use them to improve our service

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however it is expressed. This includes complaints expressed face to face, via phone call, in writing, via email or any other method.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and feedback is provided to the relevant team members.

4. Complaints Procedure

Stage 1 - Informal Resolution

In the first instance, we will establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2 - Formal Complaint

If the complaint cannot be resolved informally, a formal complaint can be made in writing to us.

• We will acknowledge the complaint in writing within 3 working days of receiving it
• We will investigate the complaint and discuss any conclusions with the relevant staff
• You will receive a final written response based on the investigation within 15 working days of the complaint being received
• If this is not possible, we will send a letter explaining why more time is needed

Stage 3 - Independent Review

If you are still not satisfied after the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. Any such referral must be made within 12 months of our final response.

5. Contact Us

To make a formal complaint, please contact us: