Customer complaint procedure

We will always aim to provide high quality services and to provide a high standard of client care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

How to make a complaint

If you would like to make a complaint, You can do so via email info@kbpropertyconsultants.com

or write to us at the following address:

Information

Please include the following information in your complaint :

• Your full name
• You contact details (telephone and email)
• The fact that you are raining a complaint
• Any relevant dates and times which are relevant to your complaint
• The type of services we have provided to you
• Any order or reference numbers we have provide to you
• A key summary of the problem or problems you have experienced and why the services were not satisfactory.

What to Expect

Complaints will be processed and looked at during our business hours which are :
Monday – Friday, 10:00am – 5:00 pm

Acknowledgement

We will acknowledge your complaint within 2 business days of our receipt of it.

Investigation

We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email.

We will ordinarily provide the full response within 15 working days of our receipt or your complaint. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.  

The Property Redress requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review.

The Property Ombudsman

If you don’t agree with our resolution of your complaint and you’d like to take it further, you can ask The Property Redress (PRS) to look into it. This is free of charge, independent and impartial service that helps resolve disputes.

Although you can refer your complaint to PRS at any time, they will require confirmation that you have exhausted our complaints procedure and have received a Final Response.

We’ll send you the full details of our decision in our Final Response, including your right to refer your complaint to PRS. Please note, if you wish to contact the property redress, you must do so within 12 months of the date of the final response. Alternatively, you can call them or write to them at the following address: