Complaints Procedure
Introduction
VS Boateng & Associates Ltd (VSB&A) is committed to providing a high standard of service to our clients. However, we recognise that there may be occasions when clients feel they have cause for complaint. This document outlines our complaints procedure to ensure that all complaints are handled fairly, promptly, and effectively.
1. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the service provided by VSB&A.
2. How to make a Complaint
Clients can make a complaint in any of the following ways:
-
In writing: Address your complaint to
-
Complaints Department, VSB&A, 335 South Row, Milton Keynes, MK9 2FY
-
-
Email: Send your complaint to
-
info@vsboateng.com, marked 'Complaint'
-
-
Telephone: Call our office at 020 3302 2544
-
In Person: Visit our office and speak to a member of our team
3. Information to Provide
To help us resolve your complaint efficiently, please provide the following information:
-
Your name and contact details
-
Details of your complaint, including relevant dates and times
-
Any supporting documentation or correspondence
-
What you would like us to do to resolve your complaint
4. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 3 working days.
The acknowledgement will include the name and contact details of the person handling your complaint.
5. Investigation Process
The appointed person will investigate your complaint thoroughly and impartially.
We may contact you for further information or clarification.
We aim to complete our investigation within 10 working days. IF we need more time, we will inform you of the reasons for the delay and provide a revised timescale.
6. Response to Complaints
Once the investigation is complete, we will provide a written response detailing our findings and any actions we propose to take.
If the complaint is upheld, we will outline the steps we will take to rectify the issue.
If the complaint is not upheld, we will explain our reasons and provide any supporting evidence.
7. Further Steps if Unresolved
If you are not satisfied with our response, you may request a review by a senior manager.
We will conduct the review within 10 working days and provide a final response.
8. External Resolution
If you remain dissatisfied after the internal review, you can refer your complaint to an external body such as the IRRV, RSA the RICS, or any other relevant professional body.
Contact details for the external bodies will be provided in our final response.
9. Record Keeping
All Complaints and related correspondence will be recorded and retailed for a minimum of six years.
Records will be reviewed regularly to identify any recurring issues or trends.
10. Continuous Improvement
We are committed to improving our services and will use the feedback from complaints to enhance our procedures and training.
11. Contact Information
For any questions about our complaints procedure, please contact:
Victoria Boateng, CEO
07947 466 061
335 South Row, Milton Keynes, MK9 2FY