Complaints

Married2Property

1. Introduction

Married2Property (“we”, “us”, or “our”) is committed to providing excellent service to our clients. However, we understand that on rare occasions, things may not go as planned. This Complaints Policy outlines how we handle complaints about our services.

2. How to Make a Complaint

You can make a complaint in the following ways:

3. What to Include in Your Complaint

When submitting a complaint, please include the following information:

  • Your full name and contact details.
  • A brief description of the property service you received.
  • Details of your complaint, including dates and times if applicable.
  • Any relevant documents or evidence to support your complaint.

4. Complaint Handling Procedure

  • We will acknowledge receipt of your complaint within 5 working days.
  • We will then investigate your complaint thoroughly and aim to provide a response within 15 working days of receipt.
  • Our response will outline our findings and proposed resolution.

5. If You Are Not Satisfied with Our Response

If you are not satisfied with our initial response, you may request a review by a senior member of staff. Please notify us in writing within 10 working days of receiving our initial response. We will then conduct a further review and aim to provide a final response within 15 working days.

6. External Dispute Resolution

If you remain unsatisfied after our final response, you may be entitled to refer your complaint to the Property Redress Scheme https://www.theprs.co.uk/. See our Compliance page for information about our registration with this service.

7. Time Limits for Making a Complaint

We encourage you to submit your complaint as soon as possible after the event that caused your dissatisfaction. We may not be able to investigate your complaint effectively if a significant amount of time has passed.

8. Confidentiality

We will treat all complaints confidentially and in accordance with all applicable data protection laws.

9. Changes to this Policy

We may update this Complaints Policy from time to time. We will notify you of any changes by posting the revised policy on our website.

10. Contact Us

If you have any questions about this Complaints Policy, please contact us.