When Things Need Sorting Out…
We are committed to providing you with the highest level of service possible, but there may be a time that something goes wrong. By letting us know when you have a problem, the sooner we can work with you to understand what’s happened and put it right. This easy-to-use guide tells you how to make us aware of your views, so that we can address and resolve any concerns you may have, quickly and professionally.
How Do I Register a Complaint?
In the unlikely event that you are not happy with something we have, or haven’t done, the first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or you can send us an email.
Contact us:
You can e-mail us at enquiry@meliorapm.co.uk or write to us at the following address:
Meliora,
The Office,
Sellet Hall,
Hosticle Lane,
Whittington,
Lancashire,
LA6 2QF
Tel: 015242 72345 / 07540123576
We will aim to resolve any issue immediately.
What Will Happen Next?
When we receive your complaint, we will:
- Send you a written acknowledgement within three working days which will outline who is responsible for investigating the issues raised.
- Collate as much information as possible and liaise with the various department or individual involved, to establish all the facts.
- Send a detailed response within fifteen working days, informing you of the outcome and to ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Should you have concerns in the meantime however, please contact the member of staff whose name appears on the letter of acknowledgement.
After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to remedy the matter for you.
Your concerns will be acknowledged within three working days of receipt.
Where possible, a final response will then be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you when we anticipate a resolution, and inform you of your right to appeal to a third party.
If you are still not satisfied with the outcome, we would advise that you contact our Independent Redress Scheme.
Still Not Happy?
Independent Redress Scheme
You must refer your complaint to the redress scheme within 6 months of our final correspondence regarding your complaint.
Contact the Property Redress Scheme:
You can email the PRS at info@theprs.co.uk or write to them at
Premier House, 1st Floor Elstree Way Borehamwood, WD6 1JH
Phone: 0333 321 9418
Website: www.theprs.co.uk.
We are ARLA Propertymark Protected
If you still feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark.
Propertymark investigates complaints against their members where there is evidence an agent has breached their Conduct and Membership rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.
Contact Propertymark:
Go to the Propertymark website to download a complaint form www.propertymark.co.uk/complaints
You can email Propertymark at complaints@propertymark.co.uk
You can call them on 01926 496 791.
