If you are the vendor or purchase of the property and you are unhappy with any aspect of the service you have received from us, please contact us at:
Operations Manager
Conveyancing Network Limited
The Old Bakery
10 Back Road
Sidcup
Kent
DA14 6HA
Telephone: 0845 0944 934
Fax: 0845 0944 938
Email: complaints@cn-ltd.co.uk
To help us resolve your complaint as quickly as possible, please provide us with the following details:
• Vendor’s contact details
• Name of Estate Agent
• Full details of the complaint
We aim to resolve any complaints as quickly as possible and will acknowledge receipt of your complaint in writing within five working days of receiving it. If you made your complaint to us verbally, we confirm our understanding as to its nature in writing. If you feel that we have not fully understood your complaint you will need to inform us in writing.
We will assign one of our representatives to investigate your complaint who you can contact directly if you need to. They will update you regularly by telephone, email or in writing (whichever you prefer), and contact you if we need any additional information. On your instruction, we will liaise with other organisations acting on your behalf. To help with staff training, we may monitor and/or record telephone calls.
If we have not resolved your complaint within four weeks, we will write to you to explain the reasons why, and contact you again within eight weeks of receipt of your complaint.
Once we have concluded our investigation, we will provide you with a written response (by letter or email), which clearly explains the outcome and, where relevant, details of any settlement which we may consider to be appropriate. If we conclude that you have not received an appropriate service, we hope to be able to offer redress that puts you, as far as is practicable, in the position that you would have been in had you been provided with the appropriate service. Some cases may involve complex issues, but we will always try to use plain English and avoid using jargon where possible.
Our role is to establish what has happened based on the evidence presented to us. We will always consider your views and those of our representatives. All complaints are appraised based on the law and our Terms and Conditions that were in force at the time our services were instructed.
Should you be seeking financial compensation, you must have suffered an actual financial loss as a result of any such breach of regulations or service issues. If we establish that no such loss has occurred, we will not consider awarding compensation.
If you disagree with the outcome of your complaint, please let us know. The Managing Director of Conveyancing Network will then conduct an independent review of your complaint and reply to you formally within 21 days of receipt of your appeal. |
