Customer Complaints Procedure
At Legacy Properties we understand that buying a new home is one of the most important decisions you will ever make, and we pride ourselves on our customer service. However, if during the customer journey you feel dissatisfied then please follow our formal procedure as set out below.
Step 1: Initial Complaint
If you have a complaint, then in the first instance you should contact our Customer Service team via email@example.com who will do their best to assist you with any issues you are experiencing. If you are a customer who is yet to complete on the purchase of your new home, any queries should be directed to our Sales Agents – David Ball tel: 01637 850850 or via email firstname.lastname@example.org. All complaints will be acknowledged within 3 working days. Within 10 working days of receipt, our team will either reply fully or if more time is needed to complete further investigation, advise a date by which they will be able to respond in full.
We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.
Step 2: Escalate your Complaint
If you are not satisfied, then you should ask for your complaint be referred to the Head of Sales & Marketing or the Head of Customer Care depending on whether the complaint relates to a matter pre- occupation or post-occupation, respectively. They will acknowledge all complaints within 3 working days of escalation. Within 10 working days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.