Complaints Procedure
MVS ESTATES LTD is a member of The Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Residential Estate Agency – Making a Complaint
Stage One – Branch Manager, Mr Ian Hunter (Sales)
All complaints in the first instance should be directed to the Manager of the department you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavour to resolve your complaint immediately, and no later than 5 working days of the first notification.
Stage Two –Office Director, Mrs Shelley Cole
If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director.
You must write to the Director within one month of receiving the Stage 1 response.
The Branch Manager can provide you with details of who to contact.
The Director will acknowledge your complaint within 3 workings days of receipt of the email/letter and provide you with a full written response within 15 working days.
Stage Three - Customer Relations Manager & Director of MVS Estates LTD, Mr Christopher Vincent
If you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Manager (CRM) within one month of the response.
Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Your complaint should be sent to:
Mr Christopher Vincent
Customer Relations Manager & Director of MVS Estates LTD
59 Station Road
Clacton-on-Sea
Essex
CO15 1SD
Or by email to chris@mvsestates.co.uk
Stage Four - PRS
After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, the PRS Consumer Guide, or online at www.theprs.co.uk. Please note, you must do so within twelve months of the date of the final letter. PRS will not consider your complaint until our internal procedures are exhausted.
Residential Lettings & Property Management – Making a Complaint
We are a member of The Property Redress Scheme and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers.
In order to ensure that your interests are safeguarded, we have put into place a complaints procedure which we will follow in dealing with your complaint and which is in line with The Property Redress Scheme’s Code of Practice. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this, we will, wherever we can, try and resolve your issues at Branch level or within the Property Management Team.
Stage 1 – Area Director or Property Management
All complaints should, in the first instance, be directed to the Manager of the lettings department or whom you have been dealing with. Your complaint will be acknowledged within 3 working days of receipt and following a full investigation you will receive a written response within 15 working days.
Stage 2 - Company Final View Point – Mrs Shelley Cole, Director
Should the concerns raised still remain, or if you are dissatisfied with any aspect of our handling of the complaint at Stage 1, you may escalate the complaint by writing to the Lettings Director at the below address. Alternatively, email the named person whose contact details will be in the final paragraph of your Stage 1 response or the Customer Relations Manager at shelley@mvsestates.co.uk
We will acknowledge your escalated complaint within 3 working days. A full review of the complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of the concerns.
Within 15 working days from receipt of the escalation, the findings and recommendations will set out, in writing, as a ‘final viewpoint’ on how it is believed the complaint can be resolved.
Stage 3 – PRS
After you have received the company’s final viewpoint, as outlined above, and are still not satisfied with the proposed resolution, you may approach PRS.
Details of how to do this are contained within the final view point letter alongside a link to the PRS consumer guide at www.theprs.co.uk. If you wish to contact PRS, it must be done within 12 months of the date of the final viewpoint letter. It is also important to note that PRS will not consider a complaint for review until our internal complaints procedure has been exhausted.
