At Walker and Co Estate Agents, we are committed to providing a professional, efficient and friendly service to all our clients and customers.
We recognise that, occasionally, things may not go as expected. If you are unhappy with any aspect of our service, we take your concerns seriously and will make every effort to resolve your complaint fairly, promptly and professionally.
- Making a Complaint
If you wish to make a complaint, please contact us in the first instance by:
Email: [email protected]
Telephone: 01443 218439
Post: Walker and Co Estate Agents, The Old Post Office, Main Road, Church Village CF38 1RL
Your complaint should include as much information as possible, including:
- Your name and contact details
- The property address, where applicable
- Details of the matter you are unhappy with
- The names of any members of staff involved, if known
- Any relevant dates or correspondence
- What you would consider to be a satisfactory resolution
Complaints may be made verbally or in writing. However, we recommend submitting your complaint in writing so that there is a clear record of the issues raised.
- Acknowledgement of Your Complaint
We will acknowledge receipt of your written complaint within 3 working days of receiving it.
Your complaint will be investigated by the appropriate member of management. Where possible, this will be someone who has not been directly involved in the matter being complained about.
We will review the relevant records, correspondence and circumstances surrounding your complaint before providing a response.
- Our Response
We aim to provide a full written response to your complaint within 15 working days of acknowledging it.
If we require additional time to investigate your complaint, we will explain the reason for the delay and provide you with an expected timescale for our response.
Our response will explain:
- The outcome of our investigation
- Any findings we have made
- Any action we propose to take, where appropriate
- Any further steps available to you if you remain dissatisfied
- Escalating Your Complaint
If you remain dissatisfied following our response, you may request that your complaint is reviewed by a senior member of the business.
Your request should be made in writing and should explain why you remain dissatisfied with our response.
We will acknowledge your escalation and aim to provide a final written response within 15 working days.
- Independent Redress
Walker and Co Estate Agents is a member of an approved independent property redress scheme.
If, after completing our internal complaints procedure, you remain dissatisfied, you may be entitled to refer your complaint to the relevant redress scheme.
Our redress provider: The Property Ombudsman
Membership/Reference Number: T14852
Website: www.tpos.co.uk
Please note that you will normally be required to have completed our internal complaints procedure before the redress scheme will consider your complaint.
- What We Expect From Our Clients and Customers
We understand that complaints can be frustrating. We will always treat complaints fairly and respectfully and ask that the same courtesy is extended to our staff.
We will not tolerate threatening, abusive or offensive behaviour towards members of our team.
- Keeping Records
We will maintain appropriate records of complaints received, the investigation undertaken and the outcome.
All complaints will be treated seriously and handled as confidentially as reasonably possible, subject to our legal and regulatory obligations.
Our Commitment
At Walker and Co Estate Agents, we value feedback from our clients and customers. Where a complaint identifies an area in which our service can be improved, we will use that feedback to help us continually improve the service we provide.