Complaints Procedure

At Alexander Lawrence Estate Agents we adhere to a professional approach when dealing with unhappy clients by having a complaints procedure in place.

The purpose of the complaints procedure is to deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a positive outcome.

DEALING WITH THE COMPLAINT

We strive to provide a high level of customer service to all our customers, however, we understand that we are humans and mistakes can be made and unfortunately things can sometimes go wrong and should that happen, we are committed to resolving matters promptly and fairly. See below for ease how we have detailed our complaints process –

If you have a complaint against Alexander Lawrence Estate Agents Ltd please follow the outlined steps within the complaints process.

COMPLAINTS PROCESS

STEP 1: Please write (by letter or email) to the Branch Manager with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing / attaching any supporting evidence.

STEP 2: The Branch Manager is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

STEP 3: The Branch Manager will review your complaint and provide you with a formal written outcome of his / her investigation within 15 working days of receiving the complaint.

STEP 4: Should you not be satisfied with the Branch Manager’s response you may write to us at the address below and we will carry out a separate and detached review of your complaint resulting in a final view, which will be sent to you within 15 working days of the matter being escalated to us.

** Mr Tom Lawrence, Managing Director of Alexander Lawrence Estate Agents Ltd, 500 Avebury Boulevard, Milton Keynes MK9 2BE.
Email: info@almk.co.uk Tel: 01908 870766 (all complaints must be in writing) **

STEP 5: Should you still be dissatisfied after receiving our final view, then you may refer the complaint to the Ombudsman, details below. Please note that you must refer your complaint to the Ombudsman within 12 months of receiving our final view for the Ombudsman to consider it. The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury SP1 2BP.