Complaints Procedure

Complaints Process

 

We are committed to providing high quality services to clients. We value complaints and use information learnt from them to help us improve the services we offer. If something goes wrong or you are dissatisfied with what we are providing, please tell us – you should feel free to raise matters of concern without risk of disadvantage.  Please find detailed below our complaint procedure and how to make a complaint.

 

All complaints should be put in writing.

 

Initial query

Our members of staff have been trained to address any queries raised by our clients; their experience is based on the day-to-day dealings with clients regarding all manner of queries relating to the rental of the property.

If you are not happy with the response provided to you by the member of staff dealing with your query, your complaint will be raised to Stage 1 of the complaints process.

 

Stage 1 – Department/ Branch Manager

At Stage 1, your complaint will be addressed by the manager of the department, who will look into the query raised by you, and discuss the matter with the member of staff to assess whether the response given is fair and impartial.

We will acknowledge all written complaints within 3 working days.

We aim to resolve complaints quickly and effectively and would expect to give you our decision at Stage 1 within 21 working days, unless there are exceptional circumstances, then we will advise if extra time is needed in writing.

If you are not satisfied with the response we give at this stage, we will tell you what you can do next.  If you choose to, you can take your complaint to Stage 2 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.

 

Stage 2 – Senior Manager

Stage 2  is dealt with a senior manager of our company, who deals with the day to day management of members of staff, and the implementation of the Company’s policies and procedures. If you wish to pursue your complaint further, please send in a written complaint to the following:



Mr Taher Boksh

Senior Manager

Victor Michael Ltd

74 Leytonstone Road

Stratford

London E15 1SQ

E: taher@victormichael.com

 

If you are still not satisfied with the response we give at this stage, we will tell you what you can do next.  If you choose to, you can take your complaint to Stage 3 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.

 


Stage 3 - Regional Manager

Stage 3 is dealt with the Regional Manager of our company, who deals with the review of existing policies and procedures, and also with implementing any new procedures that may be required. If you wish to pursue your complaint further, please send in a written complaint to the following:



Ms.C. Barford

Regional Managing

Victor Michael Ltd.

74 Leytonstone Road

Stratford

London E15 1SQ

E:chris@victormichael.com

 

The response from the Regional Manager will be the “final response” and if you are still dissatisfied with our response, you have recourse to pursue your complaint to our external governing bodies.

We are members of The Property Ombudsman, ARLA and NALS, and we follow their guidelines, should you wish to contact one of them please find their websites below:

www.tpos.co.uk/

www.arla.co.uk

www.nalscheme.co.uk/