At JDI Property Holdings we strive to ensure we offer the best service at all times to our customers, however we understand that we may not always get this right and welcome any complaint made. We see this as a way to put things right, strengthen customer loyalty and improve our processes.
Our policy is:
To provide a fair complaints procedure
To make sure all complaints are investigated fairly and within a timely manner
To make sure that complaints are (wherever possible) resolved effectively
How we define a complaint
A complaint made is an expression of dissatisfaction by the customer to the effect that we have failed in some way with the service we offer, or in the way in which we have dealt with an issue.
How to make a complaint
All complaints must be received in writing.
We will send you written acknowledgement of the receipt of your complaint within two working days of receiving it.
We will then investigate your complaint. We will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.