COMPLAINTS PROCEDURE
We are a member of The Property Redress Scheme and aim to provide the highest standards of service to all our customers.
To ensure that your interests are safeguarded, we have put in place a set process by which any raised complaints are handled.
If you would like to submit a formal complaint to Cerca Trova, please follow the steps outlined below:
1) In order your concerns are addressed as effectively as possible we ask that you first raise them verbally with your Property Consultant.
2) If your complaint is not satisfied, you can escalate your complaint by writing to the Company Director at hello@seekandfind.co.uk - we will endeavour to acknowledge your written complaint within 24 hours of its receipt but in any event, we will acknowledge it within 3 working days and an investigation will be undertaken. A formal written response will be sent to you within 15 working days.
3) A full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns.
4) We will then write to you within 15 working days of receipt of your complaint, confirming our final viewpoint on the matter.
5) If you remain dissatisfied, you can further escalate your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress Scheme requires that all complaints be addressed through our in-house complaints procedure and will not consider your complaint until our internal complaint procedure has been exhausted.
