1. Our Aim

The Good Estate Agent is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an "expression of dissatisfaction" even when the word "complain" or "complaint" is not used.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

5. Responsibilities

The Good Estate Agent's responsibility is to:

• acknowledge the formal complaint in writing within 3 working days;
• provide a formal written response within 15 working days;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to The Good Estate Agent's attention normally within 8 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff at The Good Estate Agent;
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow The Good Estate Agent a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond The Good Estate Agent's control.

6. Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and The Good Estate Agent maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure

Written records must be made by The Good Estate Agent at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

• A formal complaint can be made in writing to the relevant Franchise Owner or Head Office, where relevant.
• In all cases, a copy of the complaint must be passed on to Kathryn Freeman at Head Office. In the event of a complaint about Kathryn Freeman the complaint should be passed to Bradley Underdown, and if the complaint is about Bradley Underdown this must be passed on to Robert Bryer.
• Kathryn Freeman, Bradley Underdown, or the Franchise Owner, depending on the nature of the complaint, must acknowledge the complaint in writing within 3 working days of receiving it.
• One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
• The person making the complaint will receive a final written response based on the investigation within 15 working days of the complaint being received. If this is not possible then a letter must be sent explaining why.
• Should an appeal be made, it should be sent in writing to Head Office and will be reviewed by the relevant team member.

Stage 3

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 Ombudsman without charge. Any such referral must be made within 12 months of The Good Estate Agent's final response.