At Emdot Property Consultants Ltd, we are committed to providing the highest standard of service. However, we understand that, at times, things may not go as expected. If you are unhappy with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly.

This document outlines the steps you can take to file a complaint and how we will handle it.

How to Make a Complaint

We take all complaints seriously and are committed to resolving them efficiently. If you wish to make a complaint, please follow the steps below:

Step 1: Informal Resolution (Optional)

Before submitting a formal complaint, we encourage you to raise any concerns directly with the member of staff involved. Often, issues can be resolved quickly through informal communication, and we aim to provide an immediate solution where possible.

Step 2: Formal Complaint Submission

If you are not satisfied with the informal resolution or prefer to submit a formal complaint, please follow these steps:

By Email: Send an email to info@emdotproperty.co.uk with a detailed description of your complaint.

By Post: Write to us at the address below, clearly outlining your complaint and any supporting details (e.g., dates, communications, etc.).

• Please include the following information to ensure we can address your complaint promptly:

• Your full name and contact details

• Property address (if relevant)

• A clear description of the issue or concern

• Any relevant documentation or correspondence (if applicable)

Step 3: Acknowledgement of Your Complaint

We will acknowledge receipt of your complaint within 3 working days. We may request additional information or clarification to fully understand the issue.

Step 4: Investigation and Resolution

Once we have all the necessary details, we will begin investigating your complaint. We aim to resolve complaints as quickly as possible. You can expect an initial response and update within 10 working days of receiving your complaint. If the issue requires further investigation, we will inform you of the expected timescales.

We will do our best to resolve the issue to your satisfaction, and we may offer:

• An apology and explanation for any mistakes made

• Corrective actions to address any issues

• Compensation (if applicable and in line with our policies)

Step 5: Final Response

If, after investigation, we are able to reach a resolution, we will provide a formal response outlining:

• A summary of your complaint

• What steps were taken to address it

• The outcome of our investigation

• Any corrective actions or changes we will make to prevent future occurrences

• If we are unable to resolve your complaint to your satisfaction at this stage, we will inform you of your options for escalation.

Escalating Your Complaint (If Applicable)

If you are not satisfied with our final response, you may escalate your complaint to an independent body. Here are your options:

The Property Redress Scheme

We are a member of The Property Redress Scheme, which offers an independent dispute resolution service. If you remain unhappy with our final response is complete, you can ask the Property Redress Scheme to investigate your complaint as long as:

• you have allowed us up to eight weeks from the date we received your written complaint to investigate and respond

• it is less than one year from the last communication we had with you, about this complaint

The Property Redress, a government approved redress scheme who resolve complaints is free to use for those making a complaint. Learn more by visiting their website: www.propertyredress.co.uk/consumer

To raise a complaint, please complete the complaint form or contact the Property Redress directly by email, complaints@propertyredress.co.uk or post to the following address:

Property Redress, Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

What to Expect During the Complaint Process

Confidentiality: Your complaint will be handled in confidence, and personal details will be protected in line with our privacy policy.

Impartiality: All complaints are reviewed and investigated by a senior member of staff who is impartial and not directly involved in the matter.

Timeliness: We aim to resolve complaints efficiently and will keep you informed throughout the process.

Follow-up: If you accept our resolution, we may follow up with you after the issue has been resolved to ensure your satisfaction.

Contact Details

If you have any questions about our complaints procedure, or if you would like to discuss an issue further, please don’t hesitate to contact us using the details below:

Email: info@emdotproperty.co.uk

Phone: 01905 948830

Address: Bransgore, Shoulton Lane, Hallow, Worcester, WR2 6PU

Website: www.emdotproperty.co.uk

We value your feedback and will work hard to resolve any issues you may have. Emdot Property is dedicated to providing excellent service, and we appreciate you bringing your concerns to our attention.