COMPLAINTS PROCEDURE FOR ALL CLIENTS OF FOREVER HOME ESTATE AGENTS

At Forever Home Estate Agents, we take great pride in the quality of our service and we also take all complaints very seriously. Our goal is to perfect the service we provide, which is why we welcome any feedback about the service we deliver. It is paramount that we aim to resolve all matters quickly. We understand that as a member of The Property Redress Scheme it is essential that we provide the highest standard of service to all our clients. In order to make the complaint procedure simple for all our clients, we have created the following process for any complaint and request that all clients use this, so that all complaints can be handled promptly and effectively.

MAKING A COMPLAINT

Steps for clients to take…

CONTACT THE ESTATE AGENCY MANAGER

We will aim to resolve all complaints promptly and request that initial complaints be forwarded to the Manager verbally. We will aim to resolve the matter immediately and will provide a response within a maximum of three working days.

CONTACT THE ESTATE AGENCY DIRECTOR

If the complaint isn't resolved, you can escalate it by writing to the Director of Forever Home Estate Agents via email to our general inquiry address or alternatively via letter to the following address:

Forever Home Estate Agents DMC 01, County Way, Barnsley S70 2JW

The escalated complaint will be handled promptly and acknowledged within 5 days. You'll receive a further written summary response within a maximum of 15 working days, hopefully addressing the matter and bringing it to a close.

IF COMPLAINT IS STILL UNRESOLVED – FURTHER INVESTIGATION

If the complaint is still not resolved, we may request further information from you and take more time to investigate before issuing our final viewpoint, though this will never take more than 15 days in total. Our final correspondence and viewpoint will contain a breakdown of the issue raised, the background to the investigation carried out, and the overall investigation findings. This will once again be in written format and will conclude with Forever Home Estate Agents' final view.

CONTACT THE PROPERTY REDRESS SCHEME

As a member of The Property Redress Scheme, we understand that not all complaints can be satisfied, and you, as the client, may still not agree with our final viewpoint. Under these circumstances, we request that you follow the advice given by The Property Redress Scheme at www.theprs.co.uk. Forever Home Estate Agents must make you aware that unless the full complaints procedure has been followed and a final viewpoint given, The Property Redress Scheme will not be able to investigate it further. The complaint to The Property Redress Scheme must also be made within 12 months of our final viewpoint, or an investigation will not take place.