Complaints Procedure

AJ Home Solutions Estate Agents In-House Complaints Procedure
At AJ Home Solutions Estate Agents, we strive to provide the highest level of service to our valued clients. We understand that there may be times when you have concerns or complaints about our services, and we are committed to addressing these promptly and effectively. We are a member of the Property Redress Scheme and as such aim to provide the highest standards of service to all our customers.Our in-house complaints procedure ensures that your concerns are handled in a fair and transparent manner.

  1. Contacting Us: If you have a complaint, we encourage you to get in touch with us as soon as possible. You can do this by:
    • Phone: Call our dedicated complaints line at 02088668525.
    • Email: Send an email to the subject line “Complaint”.
    • In Person: Visit our office during business hours and speak to a member of our team.

  2. Providing the Details: To help us investigate your complaint thoroughly, please provide us with the following information:
    • Your full name, contact details, and address.
    • A clear and concise description of the complaint, including relevant dates and individuals involved.
    • Any supporting documents or evidence that may be helpful in understanding your complaint.

  3. Complaint Handling: Once we receive your complaint, we will acknowledge it within 24 hours and no later than 03 working days. Our dedicated complaints handling team will thoroughly review the details provided and conduct an impartial investigation.

  4. Resolution and Communication: We will strive to resolve your complaint as quickly as possible. In most cases, we aim to provide a full response within 15 working days. If we require additional time to investigate complex issues, we will inform you and provide regular updates on the progress of your complaint. Once we have completed our investigation, we will communicate our findings and proposed resolution to you in writing. Our response will outline the steps we will take to address your concerns and, where applicable, any remedial action or compensation offered.

  5. Escalation: We are confident in our ability to resolve most complaints to our clients’ satisfaction. However, if you are not satisfied with our response, you have the option to escalate your complaint. You can do this by contacting The PRSPremiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Property Redress Scheme Membership No: PRS032790

  6. to seek further guidance or assistance.

  7. Continuous Improvement: At AJ Home Solutions, we view complaints as an opportunity for improvement. We will carefully analyse each complaint and identify any areas where we can enhance our services or internal processes. Your feedback is invaluable in helping us refine our practices and ensure a better experience for all our clients.
We value your trust and are committed to resolving any complaints promptly and fairly. Should you have any concerns, please do not hesitate to contact us. Our dedicated team is here to listen, address your issues, and provide the best possible solution.

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