We’re sorry to hear something has gone wrong. We want to discuss your complaint and have the opportunity to put things right.
1) LET US KNOW
TO START WITH PLEASE CONTACT THE MANAGER OF THE OFFICE IN WRITING TO enquiries@forestestates.co.uk YOUR COMPLAINT WILL BE ACKNOLEDGED WITHIN 3 WORKING DAYS. THE MANAGER WILL BE ABLE TO RESOLVE THINGS IN MOST CASES. THEY WILL NEED TIME TO INVESTIGATE THROROUGHLY, AND WILL WORK AS FAST AS THEY CAN. BUT SHOULD BE WITHIN 15 WORKING DAYS
2) NOT SATISFIED?
IF THE MANAGERS RESPONSE DOESN’T WORK FOR YOU (OR MORE THAN 8 WEEKS HAS ELAPSED SINCE YOU MADE YOUR COMPLAINT) LET US KNOW AND WE WILL ESCALATE MATTERS TO OUR DIRECTOR TO GIVE IT A SECOND REVIEW. WE WILL ACKNOWLEDGE YOUR COMPLAINT WITHIN 3 WORKING DAYS AND LET YOU KNOW WHOS WORKING ON IT AND GIVE YOU A TIME FRAME FOR A RESPONSE WITH THE AIM TO RESOLVE THE MATTER WITHIN 15 WORKING DAYS FOR OUR FINAL RESPONSE AND OUTCOME OF YOUR CASE.
3) STILL UNHAPPY?
IF PERCHANCE YOU ARE UNHAPPY AFTER THE DIRECTORS FINAL DECISION THEN THE LAST RESORT IS TO GET A THRID-PARTY INVOLVED. THE PROPERTY OMBUDSMEN IS A FREE INDEPENDENT SERVICE. WE ARE A MEMBER OF THE REDRESS SCHEME SO YOU MAY BRING YOUR COMPLAINTTO THEM WITHIN 12 MONTHS OF OUR FINAL RESPONSE TO GET THEIR HELP.