At Poppletons Property Pros Limited, we are committed to providing high-quality services to our customers. This Complaints Policy outlines our approach to handling customer complaints, ensuring they are resolved fairly, efficiently, and with customer satisfaction as our priority.
- Scope
This policy applies to all complaints made by customers regarding our services, products, or interactions with our team. It encompasses complaints about work quality, customer service, safety, and other aspects of our business.
- How to Make a Complaint
Customers can submit complaints through the following channels:
- Email: info@poppletonspropertypros.com
- Phone: 0203 710 3223
We encourage customers to provide as much detail as possible, including their name, contact information, a description of the complaint, and any supporting documentation (e.g., photos, emails, or invoices).
- Complaint Handling Procedure
Upon receiving a complaint, we will:
- Acknowledge Receipt: Within 1-3 working days, we will acknowledge receipt of the complaint.
- Investigate the Complaint: We will conduct a thorough investigation to understand the issue, which may involve reviewing documentation, speaking with relevant team members, and, if necessary, visiting the site.
- Propose a Resolution: After investigating, we will propose a resolution to the customer, which may include repairing or redoing work, offering a refund or discount, or taking corrective actions.
- Implement the Resolution: Once a resolution is agreed upon, we will take action to implement it promptly.
- Continuous Improvement
We use complaints as an opportunity to improve our services. All complaints are reviewed periodically to identify patterns or common issues, and we take steps to address underlying causes. This process helps us enhance customer satisfaction and ensure high-quality service.