We value the opinions of our customers and clients and are committed to providing a professional service at all times. If something does not go as well as expected we want to hear about it and our complaint handling procedure is outlined below:
- In the first instance, you should write to the Manager/Director of the office, giving full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. An investigation or review will then be undertaken, and you will receive a response to your complaint within 15 working days.
- If you are not satisfied with the response given by the Manager/Director, or the matter remains unresolved, you can escalate your complaint to the Managing Director for our company’s final viewpoint. You can email them via [email protected] or write to them at the following address:
Alexander James & Co
54 High Street
Edenbridge
Kent
TN8 5AJ
A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint.
- If you remain dissatisfied with our company’s final viewpoint, you can refer your case to either The Property Ombudsman or Trading Standards for further review, after a final response to a complaint from the Managing Director. The terms and conditions for either The Property Ombudsman or Trading Standards can be found on their official website, where contact information and procedures on how to make a complaint can also be found on their websites.
If you require any further details of the complaint’s procedure, please do not hesitate to contact us.
