Complaints Procedure

1. Purpose

This Complaints Procedure explains how Roworths Estate Agents receives, investigates and resolves complaints fairly, promptly and transparently.

We are committed to providing a professional service to all clients and customers. If something goes wrong, we welcome the opportunity to put matters right and to improve our services.

2. Scope

This procedure applies to complaints relating to:

• Residential property sales
• Customer service
• Property marketing
• Viewings
• Offers
• Sales progression
• Communication
• Fees and charges
• Conduct of our employees

This procedure does not replace any statutory rights available to consumers.

3. How to Make a Complaint

Complaints should be made in writing wherever possible.

Complaints may be submitted by:

Email

laurynregan@roworthsestateagents.co.uk

Post

37 Jacksons Meadow,
Bidford-On-Avon
Warwickshire
B50 4HQ

Please include:

• Your full name.
• Property address (if applicable).
• Contact details.
• Details of the complaint.
• Copies of any supporting documents.
• The outcome you are seeking.

If you are unable to submit your complaint in writing, we will assist you in recording your complaint.

4. Stage One- Initial Investigation

Upon receiving your complaint we will:

• acknowledge receipt within 3 working days;
• allocate the complaint to a manager or director who has not been directly involved wherever possible;
• investigate the circumstances;
• review relevant records and correspondence;
• speak with any employees involved.

A full written response will normally be provided within 15 working days.

If additional time is required, we will explain the reasons and provide an expected response date.

5. Stage Two- Internal Review

If you remain dissatisfied with our initial response, you may request an internal review.

The review should be requested within 28 days of receiving our Stage One response.

The review will normally be carried out by a senior manager or director.

A final written response will usually be issued within 15 working days.

6. Final Response

Our Final View Letter will include:

• our findings;
• any action taken;
• any offer to resolve the complaint (where appropriate);
• details of your right to refer the complaint to our independent redress scheme if you remain dissatisfied.

7. Independent Redress

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to our approved redress scheme once:

• you have received our Final View Letter; or
• eight weeks have passed since your complaint was first made (whichever applies under the relevant scheme's rules).

Our redress scheme is: Property Redress Scheme
Membership Number: PRS059630
Contact details:

• Phone: 0333 321 9418
• Email: info@propertyredress.co.uk

8. Our commitments

We will:

• treat every complaint fairly;
• investigate objectively;
• keep your information confidential;
• communicate clearly;
• avoid unnecessary delays;
• keep appropriate records.

Making a complaint will not affect your legal rights.

9. Complaints Records

A complaints register will be maintained including:

• complaint reference number;
• date received;
• complainant name;
• property address (if applicable);
• summary of complaint;
• investigator;
• outcome;
• date closed.

Records will be retained in accordance with our Data Retention Policy.

10. Confidentiality

Information relating to complaints will only be shared with those who require access in order to investigate and resolve the matter or where disclosure is required by law.

11. Monitoring

Management will review complaints periodically to identify:

• recurring issues;
• training needs;
• service improvements;
• compliance risks.

Where trends are identified, corrective action will be implemented.

12. Review of this Procedure

This procedure will be reviewed annually or sooner if:

• legislation changes;
• regulatory requirements change;
• our business operations change materially; or

lessons learned from complaints indicate that updates are required.