Complaints Handling Procedure for Saffron Real Estate

 

At Saffron Real Estate, we take complaints seriously and are committed to resolving them promptly and effectively. If you have a complaint, please follow the procedure outlined below:

 

1. Submitting a Complaint: If you have any complaints regarding our services, please submit your concerns in writing to us via email at info@saffronrealestate.co.uk. Please provide as much detail as possible, including your contact information, the nature of the complaint, and any relevant dates or events.

 

2. Acknowledgment: Upon receiving your complaint, we will acknowledge receipt within 2 business days. This acknowledgment will include information about the next steps in the complaints handling process.

 

3. Investigation: We will thoroughly investigate your complaint, gathering all necessary information and evidence. This process may take up to 10 business days. If we require further information during this time, we will contact you.

 

4. Response: Once the investigation is complete, we will provide you with a written response detailing our findings and any actions taken as a result of your complaint. This response will be sent within 15 business days of the acknowledgment.

 

5. Escalation: If you are not satisfied with our response, you may escalate your complaint to a senior manager. Please indicate your desire to escalate in your reply to our initial response, and we will address your concerns as quickly as possible.

 

6. Final Decision: After reviewing your escalated complaint, we will provide a final decision. This decision will be communicated to you in writing.

 

We value your feedback and are committed to improving our services. Thank you for bringing any issues to our attention.