At ERE Property we are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (as a letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1 – Your Complaint
Please put your complaint in writing either by letter or email and address it to Rosemary Thompson – Office Manager. Please include as much detail as possible, including dates, names of any members of staff that you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Rosemary Thompson – Office Manager
Unit 1 Manor Mills
Stage 2—Our Acknowledgement
Your complaint will be acknowledged and we will start our in house complaints process within 3 working days of receiving your complaint.
Stage 3—Our Investigation
Your complaint will be investigated and Samantha Harrison – Client Care Manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 Working days of receiving your complaint.
Stage 4—Final viewpoint
If you remain dissatisfied your complaint will be investigated by Helen Mercer-Jones Managing Director. The findings of this review and the final viewpoint will be issued within 8 weeks of the receipt of the complaint.
Stage 5 — The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to the Property Ombudsman:
You must refer your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter