VERBAL COMPLAINTS
It is the duty of the member of staff you have been dealing with up to this point to initially help resolve your complaint at the time of receipt. If this complaint cannot be satisfied at this time it is then the duty of our company member to disclose our complaint procedure in full and to notify you to place your complaint in full, in writing and submit it to us either by letter or email.
ABBOTFOX
WRITTEN COMPLAINTS
Once you have submitted your complaint in writing a senior member of staff from the relevant department will view and acknowledge your complaint within three working days. This member of staff will then investigate the issue and report back our findings and official response within 15 working days.
If the situation is resolved, the member of staff will provide you with written confirmation of the fact. Should you not be satisfied with the findings and response then you can escalate the issue to the relevant department head.
The department head will view and acknowledge your complaint within three working days. They will then investigate and respond to you with their findings and stance within 15 working days.
Should a resolution still not be found the issue can then be escalated further to the Branch Manager who will provide notification of receipt within 3 working days and their findings and outcome within 15 working days.
After this, should you still not be satisfied with the findings you may escalate the issue to the Managing Partners.
The Managing Partners will respond with a notification of receipt within 3 working days. A full investigation will then be undertaken and be responded to in writing within 15 working days.
This response will be the final view of abbotFox.
Should you not be satisfied with the resolution, you will then be directed to The Property Ombudsman.
Kingsley House
2A Upper King Street
Norwich NR3 1AH
+44 (0) 1603 660000
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abbotFox.co.uk
