At Sefftons we strive to ensure that the process of buying, selling, letting and renting property runs as smoothly as possible. However, in what can be a stressful transaction, occasionally things may not always go according to plan. With this in mind, we have a clear process to ensure any issues that arise are resolved in a satisfactory manner.
Our team at Sefftons takes customer satisfaction very seriously and we will endeavour to resolve the matter as quickly and as professionally as possible.
Our Customer Care Process
Speak to Your Agent
Any initial dissatisfaction should be brought to the attention of the Sefftons team member handling your sale, purchase, let or tenancy — either by phone on 01603 358 222 or by email at moveme@sefftons.co.uk. They will do everything they can to resolve the matter as effectively as possible.
Making a Formal Complaint
If you feel that your concerns have not been dealt with or resolved to your satisfaction, you can refer the matter to our complaints team, who are on hand to help with any formal complaints. Your complaint will be investigated, and a plan put in place to ensure you remain supported throughout your transaction, keeping you fully informed at each stage.
We will acknowledge your complaint within three working days, and a response will be provided within fifteen working days of the complaint being received. Feedback is shared with the directors and wider team so that lessons can be learned and reviews undertaken if necessary.
You can contact our complaints team at: moveme@sefftons.co.uk
The Right to Appeal
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place.
You will again receive an acknowledgement within three working days, and a full and final response will be sent to you within fifteen working days of receiving your appeal. If we are unable to meet these timescales, we will write to explain why.
Referral for an Independent Review
We genuinely hope that all concerns can be settled amicably between us. However, if you remain dissatisfied — or more than 8 weeks have elapsed since the complaint was first made — you can refer your complaint to an independent redress scheme.
Sefftons is a member of The Property Redress Scheme. Their contact details are below.
Please note that the redress scheme will not consider your complaint until you have completed our internal complaints procedure.
Property Redress Scheme 1st Floor, Premiere House, Elstree Way, Borehamwood, WD6 1JH 0333 321 9448 www.theprs.co.uk
Sefftons is a trading name of Urban Agents Limited. Company Registration No: 09573288. 146 Plumstead Road East, Thorpe St Andrew, Norwich, NR7 9NG.