Complaints Procedure
Olivia Louise Estate Agents is committed to the highest standards of service and compliance and our office is bound by the Property Redress Schemes’ Code of Practice.
We understand that sometimes things can go wrong and if they do, we are committed to resolving any issues with the minimum of inconvenience.
Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at sales@olivia-louise.co.uk.
We have a standard procedure for handling complaints which is as follows:
- Making a complaint
Our office is independently owned and operated by our Director, Rachel Andrews. In the first instance your complaint should be directed in writing to our Branch Manager, Rebecca Clifford. Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days.
- If you remain dissatisfied
If you feel the matter remains unresolved you should write to the Director at our office explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.
- Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme at the following address:
The Property Redress Scheme
Tel No: 0333 321 9418
Website: https://www.portal.propertyredress.co.uk/Complain
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
- What next?
You will receive written confirmation from the Property Redress Scheme that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Redress Schemes’ office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme.
