Sell My House Fast Liverpool is committed to providing a high level of service to all our customers. If you are dissatisfied with any aspect of our service, we encourage you to bring your concerns to our attention. This Complaints Policy outlines our procedures for handling complaints in a fair and timely manner.
1. How to Lodge a Complaint:
If you have a complaint about any aspect of our service, you can contact us through one of the following channels:
- By email: help@sellmyhousefastliverpool.co.uk
- By phone: 0151 662 0742
- By post: Sell My House Fast Liverpool, Oriel Chambers, 14 Water St, Liverpool, L2 8TD
When leaving a complaint, please provide as much detail as possible, including your name, contact information, and a clear description of the issue.
2. Acknowledgment of Complaint:
Upon receiving your complaint, we will acknowledge receipt within [insert timeframe] business days. This acknowledgement will include the details of who will handle your complaint and an estimated timeframe for resolving the issue.
3. Investigation and Resolution:
We will conduct a thorough investigation into your complaint and work to resolve it promptly. Our goal is to address your concerns and reach a satisfactory resolution as quickly as possible.
During the investigation process, we may need to request additional information from you or communicate with relevant parties involved. We appreciate your cooperation in providing any necessary details to facilitate the resolution process.
4. Communication:
Throughout the handling of your complaint, we will keep you informed of the progress and any updates. We aim to maintain open and transparent communication to ensure you are aware of the steps being taken to address your concerns.
5. Resolution Outcome:
Once the investigation is complete, we will provide you with a formal response outlining the outcome of our investigation and any actions taken to resolve the complaint. If we are unable to resolve the issue to your satisfaction, we will explain the reasons for our decision.
6. Escalation:
If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request for the complaint to be escalated to a higher authority within our organisation. We will ensure that your complaint is reviewed by an appropriate senior member of staff.
7. Feedback:
We value feedback from our customers and view complaints as an opportunity to improve our services. Your input helps us identify areas for enhancement and implement necessary changes to prevent similar issues from arising in the future.
8. Contact Us:
If you have any questions about our Complaints Policy or wish to leave a complaint, please contact us at help@sellmyhousefastliverpool.co.uk.
9. Changes to This Policy:
Sell My House Fast Liverpool reserves the right to update or modify this Complaints Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. We encourage you to review this policy periodically for any updates.