Customer Complaints Policy

At Refresh Property Solutions Ltd, we are committed to providing high-quality property services. We value our clients and strive to ensure that every interaction is professional, transparent, and efficient. We recognize, however, that there may be occasions where our service does not meet your expectations. This policy outlines our commitment to handling complaints fairly, consistently, and promptly.

Our Commitment

We view complaints as an opportunity to learn and improve. Our objective is to resolve any concerns you may have at the earliest possible stage. We promise to listen to your feedback, investigate the matter thoroughly, and take appropriate action to rectify any failures.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible. You may submit your complaint via the following methods:

To help us resolve your issue as quickly as possible, please provide the following details:

• Your full name and contact information.
• The property address or account reference number.
• A clear description of your complaint and how you believe it should be resolved.
• Copies of any relevant documentation or correspondence.

Our Complaints Handling Process

Upon receiving your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint within three working days.
2. Investigation: A designated member of our management team will conduct a thorough investigation into the circumstances surrounding your concern.
3. Resolution: We aim to provide a formal written response within 15 working days. If the investigation requires more time, we will contact you to explain the delay and provide an updated timeframe.
4. Final Review: If you are not satisfied with our initial response, you may request a review by a senior director, who will re-examine the complaint and provide a final decision.

Confidentiality

All complaints are treated with the strictest confidence. Personal information provided during the complaints process will be handled in accordance with our Privacy Policy and relevant data protection legislation. Records of complaints will be kept for monitoring purposes to help us improve our standards of service.

Independent Advice

We are dedicated to resolving your complaint internally. However, if we have exhausted our internal complaints process and you remain dissatisfied, you may have the right to refer your complaint to an independent ombudsman or regulatory body, depending on the nature of the service provided. We will provide you with the necessary contact details for such bodies should our final decision fail to resolve your grievance.

Thank you for bringing your concerns to our attention. Your feedback is essential in helping Refresh Property Solutions Ltd maintain the high standards that our clients expect and deserve.