Streamlined Complaints Resolution
Your Concerns Matter to Us
At Chiggy and Lornie Limited, we take complaints seriously, ensuring adherence to RICS guidelines. Our structured process is designed to resolve issues efficiently, prioritising clear communication and transparency throughout. We believe that addressing concerns promptly not only enhances client satisfaction but also fortifies the trust placed in our services. Our approach is straightforward:
1. **Initial Notification**: We encourage clients to report any issue directly to our dedicated complaints team via email or phone.
2. **Acknowledgment**: Upon receiving your complaint, we will acknowledge it within 48 hours and provide you with a reference number for tracking.
3. **Investigation**: Our team will conduct a thorough investigation into your concerns. During this stage, we may reach out for additional information to ensure a comprehensive understanding of the situation.
4. **Resolution**: Once we've gathered all necessary details, we will communicate our findings and propose a resolution within 14 working days.
5. **Follow-Up**: After the resolution, we will follow up to ensure that you are satisfied with the outcome and gather feedback to improve our processes further. We encourage open dialogue, and your feedback is invaluable in helping us enhance our services.
If the Client complaint cannot be resolved to their complete satisfaction, then the complaint is referred to an independent redress provider, as approved by RICS Regulatory Board. CEDR is the preferred provider of choice here at Chiggy and Lornie Limited.
CEDR (Centre for Effective Dispute Resolution)
100 St. Paul’s Churchyard
London
EC4M 8BU
Tel: 020 7536 6000
E-mail: info@cedr.com
Web: www.cedr.com
Our Comprehensive Complaints Procedure
At Chiggy and Lornie Limited, we are deeply committed to delivering exceptional quality service to our clients. As part of our dedication to ongoing improvement, we have developed a robust complaints handling procedure. This process outlines clear steps for filing complaints, the expected response times, and the resolution strategies we employ. We believe that by addressing concerns promptly and effectively, we enhance client satisfaction and trust in our services.
Filing a Complaint Made Simple
Step-by-Step Guide
To file a complaint, clients can contact us through various channels including phone, email, or our website's contact form. We encourage you to provide detailed information regarding your concern, along with any relevant documentation. This will assist us in understanding and addressing your issue more efficiently. Upon receiving your complaint, you will receive an acknowledgment within one working day.
Timely Responses
Commitment to Efficiency
Our goal is to respond to all complaints within five working days. Should your concern require more detailed investigation, we will inform you of any delays and provide a realistic timeframe for resolution. We strive to keep our clients updated throughout the process to ensure transparency.
Resolution Strategies
Finding the Right Solution
To resolve complaints effectively, our team utilises a variety of strategies tailored to the specific nature of the complaint. This may involve direct compensation, service adjustment, or offering further assistance to rectify any shortcomings. Our commitment to quality means we continuously review our processes to prevent future issues.
Enhancing Client Satisfaction
Your Voice Matters
Client feedback is crucial in our mission to deliver the highest standards of service. We welcome all feedback, as it not only helps us address immediate concerns but also informs our long-term strategies for improvement. At Chiggy and Lornie Limited, we are dedicated to ensuring that your voice is heard, and every complaint is viewed as an opportunity to enhance our services.
We Welcome Your Feedback
At Chiggy and Lornie Limited, we greatly value the opinions of our clients. If you have any complaints or feedback concerning our services, we strongly encourage you to reach out to us via our contact form. Your input is invaluable for us to improve our offerings and ensure your satisfaction. We are committed to addressing your concerns promptly and effectively, as your trust is paramount to us. Thank you for helping us enhance our service quality.