Complaints procedure

 
At Elmwood Property, we are committed to providing the highest level of service to our clients. However, we understand that there may be times when you are not fully satisfied with our services. We take all complaints seriously and have established the following complaints procedure to address and resolve any issues you may encounter.
Contact the Responsible Person:
If you have a complaint, please first try to resolve it directly with the staff member involved, or the agent assigned to your property transaction. They will make every effort to address your concerns promptly and professionally.
Formal Complaint Submission:
If you are not satisfied with the response or resolution from step 1, you can submit a formal complaint in writing. Please provide as much detail as possible, including your contact information and the nature of your complaint. You can submit your complaint by email or mail to:
Elmwood Property Group LTD
Room 2
47 Bank Street
Irvine
KA12 0LL
complaints@elmwood-property.com
01294 665 007
 
Complaint Acknowledgment:
Upon receiving your formal complaint, we will send you an acknowledgment within 3 working days, confirming that we have received your complaint and providing you with a reference number.
Investigation:
We will conduct a thorough investigation into your complaint. This may involve reviewing relevant documents, speaking with staff involved, and gathering all necessary information to understand the issue fully.
Response:
We will aim to provide you with a written response to your complaint within 15 working days from the date of receiving your formal complaint. Our response will include our findings, the actions we plan to take to resolve the issue, and any remedies or compensation offered, if applicable.
Escalation to Senior Management:
If you are not satisfied with the response provided in step 5, you may escalate your complaint to senior management within our agency. Please address your escalation request to:
Alan Crookston
Director
Elmwood Property Group LTD
Room 2
47 Bank Street
Irvine
KA12 0LL
01294 665 007
Senior management will review your case independently and respond to you within 15 working days.
External Mediation or Regulatory Authority:
If you are still dissatisfied after following our internal complaints procedure, you have the option to seek mediation from an independent third party or refer your complaint to the appropriate regulatory authority, such as the Property Redress Scheme.
Closing the Complaint:
We will consider the complaint resolved once we have taken all reasonable steps to address the issue and provided a final written response. You will receive a closure letter summarizing the resolution and any actions taken.
We are committed to continually improving our services and addressing any concerns that may arise. Your feedback is valuable to us, and we appreciate the opportunity to resolve any issues promptly and fairly.
Please feel free to contact us if you have any questions or require assistance with the complaints procedure. We are here to assist you in every step of the way.