Complaints Policy

NMP CUSTOMERS COMPLAINTS PROCEDURE

The Company is committed to providing an efficient service for its customers. In order to achieve this, the Company keeps up to date with technology and employs well trained, dedicated staff.

Unfortunately, there may be rare occasions where we will fall below our own high standards and we recognise the concern this can cause and have implemented a procedure designed to minimise the inconvenience to our customers.

It is the policy of the Company that all customer complaints are taken seriously and are dealt with in a uniform way.

RAISING A COMPLAINT

It is recommended that the complainant contact the person that they have been dealing with and explain in detail the reason for the complaint. This can be done during telephone/face-to-face discussion or in writing.

The person the complainant has been dealing with will try to find a satisfactory outcome to the resolve the issue as quickly as possible.

 ESCALATING YOUR COMPLAINT TO THE OFFICE MANAGER                                                                  

If a complaint has not been satisfactorily resolved by the person the complainant was dealing with, the matter can be brought to the attention of the Office Manager. This can be done during telephone/face-to-face discussion or in writing.

Manager@newmillsproperties.com                                                                                                                                                                                   

The Office Manager will then investigate the matter and provide a response within 10 working days. This will often be in writing but may involve some telephone discussion to ensure the best outcome is achieved. The initial outcome will always be provided in writing.

ESCALATING YOUR COMPLAINT FURTHER

If the matter is not resolved after a response has been provided by the Office Manager, the complainant should bring the matter to the attention of the following:

Mr Keith Newby, Director
Keith@newmillsproperties.com

Please note: The Director will not consider a complaint until the Office Manager has responded to the complaint in full. If the Director does not feel that the initial complaint process has been exhausted, your complaint might be passed back to the Office Manager. The Company’s final response will be provided within a further 5 working days.

If you remain unhappy with the response, the matter will then need to be raised with The Property Redress Scheme, within 12 months of receiving the Company’s final response.

1st Floor Studio,

Property Redress Scheme, Limelight,

3 Elstree Way, Borehamwood,

WD6 1JH

Tel: 0333 321 9418

Please note: The Property Redress Scheme will not consider a complaint until an Agent’s internal Complaints Procedure has been exhausted.