Complaints Procedure
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Letultimate.com and Sellultimate.com strive to our all of our customers a high level of service and customer satisfaction regardless of which service they choose to use with our company. We do appreciate that there may be occasions where a customer is not entirely satisfied with a situation that may occur which may be out of our companies control. There are many factors that can be presented during the course of a service that may not be ideal and sometimes compromise on certain areas is required. Incidents can present themselves that are not always in the control of the company. Where this happens we will always look for a satisfactory resolution. As a company we do have to operate within our policies and procedures and within the law, where applicable. This can sometimes make it difficult to fully satisfy the needs of all parties.
Letultimate.com and Sellultimate.com Complaints Procedure
Fortunately since Letultimate.com and Sellultimate.com started trading we have not received any official written complaints regarding a product or service that we offer, thisis good news for us and something which we are very proud of.
The main reason behind this is because we are a great service provider. If a customer presents a potential problem to our company or raises a concern then we do act upon this without delay in order satisfy the needs of our customers whether it be a tenant,landlord or an alternative third party source.
The old saying comes to mind when dealing with such things as sometimes it is impossible to please all concerned and no company or individual can guarantee that sometimes things do not run without a hitch. When dealing with issues that are presented sometimes compromise is required. Where this occurs as a reputable and responsible agent we would look to negotiate and ensure that any compromise is acceptable and agreed with all parties concerned. This is why customers facilitate to use of a responsible and reputable estate or letting agent.
Letultimate.com and Sellultimate.com Complaints Procedure
As
a responsible company we do feel that we should disclose our complaints
procedure should you ever feel the need to make a written complaint or raise a
concern. Offering this facility is good business practice for all concerned. In
light of this Letultimate.com and Sellultimate.com have documented their
complaints procedure below should you require to, make a complaint or raise, a
concern regarding any aspect of the service you are using:
- You can submit a complaint in
writing to Letultimate.com or Sellultimate.com by email, post or fax.
- Letultimate.com or
Sellultimate.com will always send you a confirmation letter to confirm
that we have received your complaint or concern.
- When we have received your
complaint or concern it will be passed to the business owner for review
and investigation.
- Once the complaint has been
fully looked into and assessed a formal response to the complaint will be
issued to you in writing. We may need to speak to you during the
investigation process and we will contact you direct should this be
required.
- If you are satisfied with the
response made then the complaint or concern will be closed down as
satisfactory on our system.
- If you are still not satisfied
with the response made to you regarding your complaint or concern then you
will have the opportunity to direct the nature of your complaint to the
property ombudsman for either residential sales or residential lettings as
both Letultimate.com and Sellultimate.com operate to their code of conduct
as industry affiliate members.
Any
complaints or concerns raised will be answered within 7 days of when the
complaint or concern was raised. As a reputable company we would like to be provided
with the opportunity to deal with the complaint raised, in the first instance
as our priority is keeping our customers completely satisfied at all times.
If you would like to submit a complaint, please send details to:
Letultimate.com or Sellultimate.com
Complaints Department
Suite25
Durham Tees Valley Business Centre
Orde Wingate Way
Stocktonon Tees
TS19 0GD
Or Email us at:
enquiries@ultimatehomesandfinance.co.uk
Or Fax us at:
01642 796657
