Complaints Procedure

COMPLAINTS PROCEDURE FOR ALL CLIENTS OF MJK ESTATE AGENTS

At MJK 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 negative comments 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 Ombudsman Service (TPOS) it is essential that we provide the greatest 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…

  1. CONTACT THE ESTATE AGENCY MANAGER 

We will aim to resolve all complaints promptly and request that initial complaint 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.

  1. CONTACT THE ESTATE AGENCY DIRECTOR

Under circumstances where the complaint is not resolved, you can escalate the complaint by writing to the Director of MJK Estate Agents via email to info@matthewjameskirk.co.uk or alternatively via letter to the following address:

MJK Estate Agents

4 Rosewood Drive,

Barnby Dun,

Doncaster,

South Yorkshire

DN3 1BJ

The complaint escalation will be handled again promptly and acknowledged within 3 days and a further written summary response will be received within 15 working days as a maximum, hopefully addressing the matter and drawing it to a close.

  1. IF COMPLAINT IS STILL UNRESOLVED – FURTHER INVESTIGATION

Under the circumstances where the complaint is still not resolved, we may request further information from the complainant and take further time to investigate, prior to issuing our final viewpoint, although 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 a written format and will conclude with MJK Estate Agents final view.

  1. CONTACT THE PROPERTY OMBUDSMAN

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