At Quartz we are committed to providing excellent service to all our clients. If you are dissatisfied with any aspect of the service provided by us, we encourage you to contact us to resolve the issue as quickly as possible. Our complaints procedure is designed to be clear and straightforward to ensure that any concerns are handled efficiently and professionally.
Step 1: Informal Resolution
If you have a complaint about any aspect of our service, please speak to the relevant team member or the person responsible for the issue. We encourage you to address the matter informally first, as we aim to resolve many issues through open communication and discussion. If the issue is resolved, no further action will be needed.
Step 2: Formal Complaint Submission
If the issue cannot be resolved informally or you are not satisfied with the outcome, please submit a formal complaint in writing. You can do this by:
- Email: enquiries@quartzestateagents.co.uk
- Post: Quartz Estate Agents, Bayside Business Centre, Sovereign Business Park, Poole, BH15 3TB
Please include the following details in your formal complaint:
- Your full name and contact details
- A clear description of the complaint
- Any relevant dates, names, or details that can help us investigate the issue
- The outcome you are seeking
We will acknowledge receipt of your complaint within 3 business days.
Step 3: Investigation
Once we receive your formal complaint, we will investigate the matter thoroughly. We may contact you for more information or clarification. We aim to complete our investigation and provide you with a response within 15 business days.
If the issue is more complex and requires additional time, we will notify you of the extended timeline and keep you updated on the progress.
Step 4: Resolution and Response
After investigating the complaint, we will provide you with a written response outlining the findings and any actions we propose to resolve the issue. If the complaint is upheld, we will outline the steps we will take to rectify the situation. If we are unable to resolve the complaint to your satisfaction, we will explain why.
Step 5: Escalation
If you are still not satisfied with the outcome after receiving our response, you may escalate your complaint to an independent body. Quartz Estate Agents are members of The Property Ombudsman (TPO) who can be contacted –
The Property Ombudsman:
- Online – www.tpos.co.uk
- Email – admin@tpos.co.uk
- Telephone – 01722 333306
- Post – The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury Wiltshire, SP1 2BP
Contact Information
For any further questions or if you need assistance with the complaints procedure, please contact us at:
- Email: enquiries@quartzestateagents.co.uk
- Phone: 01202 133730
- Address: Quartz Estate Agents, Bayside Business Centre, Sovereign Business Park, Poole, BH15 3TB
We take complaints seriously, and your feedback helps us improve our service.