Customer Feedback and Complaints Procedure
At Alexander James Property, we are dedicated to providing the highest level of service and care to all our clients and partners. However, we understand that, on rare occasions, things may not go as planned, and you may feel that our service has not met your expectations. If this happens, we encourage you to share your feedback with us.
You can easily submit your comments or concerns by reaching out via email, phone, or post. Contact details, along with your rights regarding complaints, can be found below or on our Contact Us page.
We value your feedback and your right to complain. Upon receiving your complaint, we will acknowledge it within 5 working days.
How We Handle Complaints
We are committed to addressing all complaints promptly, consistently, and fairly. If we can resolve your complaint to your satisfaction, we will provide a summary of the resolution within 5 working days.
Your complaint will be reviewed by a trained staff member who is not directly involved in the issue. This individual will have the authority to resolve the complaint or escalate it to the appropriate representative if necessary.
If we are unable to resolve the complaint within 2 weeks of receipt, we will notify you of the delay and provide a target date for resolution.
If your complaint remains unresolved after 8 weeks, we will contact you in writing to explain the reasons for the delay and inform you of the expected timeframe for a resolution or further contact.
In our final response, we will provide a detailed explanation of our findings and, where appropriate, outline the actions taken to prevent a recurrence. If your complaint is upheld, we will ensure that the resolution is fair and consistent with our commitment to treating all customers with respect.
You are welcome to contact us at any time during the complaint process. We will ensure that a member of staff is available to assist you.
Escalating Your Complaint
If you are not satisfied with our final response, you may request that we reconsider our findings or take your complaint to an appropriate ombudsman or redress scheme.
Contact Information
Email: [email protected]
Phone: +44 (0) 333 339 6087
Fax: +44 (0) 333 339 6087
Postal Address: Unit 3, 12-16 Town Road, Hanley, Stoke on Trent, ST12JQ, United Kingdom