CUSTOMER SERVICE
We aim to provide the highest level of customer service at all times for all our customers and clients. We are proud to deliver such a positive experience through our letting service and maintaining high standards.
OUR PRINCIPLES:
We adopt a robust set of guiding customer service principles, as follows:
Value every customer.
Treat every customer with equal respect.
Provide clear and concise documentation, minimising small print.
Adopt and adhere to industry best practices.
Maintain high standards in all aspects of our business.
Provide customers with realistic expectations, and deliver beyond these.
Keep clients well informed at all stages, clearly explaining all transactional processes.
Answer queries as soon as possible, and respond within 24 hours.
Achieve the best possible results for all buyers, clients, tenants, and landlords.
Set a positive example to our industry peers and within our local communities.
Maintain a high level of industry knowledge.
Be progressive in our service delivery and thinking.
Understand our customers and clients.
Offer high quality and professional service.
COMMUNICATION
Moving home can be stressful, and we do not want to add to this stress through unclear communications. Therefore, We present all documentation clearly, concisely, and in an orderly fashion.
We minimise legal speak in contracts, ensuring we explain to clients all aspects of unfamiliarity. We put significant consideration into ensuring individual property documentation is presented clearly and easily understood.
Of course, we cannot provide legal advice, so you should consult with a legal professional if you require such guidance.
PRIVACY
We respect and protect your personal information, only using such details that are legally required. You can access any personal information we hold about you.
COMPLAINTS RESOLVING
If you have any issues regarding our service, please get in touch with us as soon as possible.
You can do this by either calling 020 3907 6450 or emailing info@howardmacmillan.co.uk.
COMPLAINTS POLICY
We are committed to providing the highest quality service to all of our customers all the time. However, sometimes issues arise, and when they do, we want to ensure they are resolved quickly and effectively for all.
We aim to resolve your complaint as soon as possible. To investigate your complaint adequately, it may take up to 8 weeks of consideration.
COMPLAINTS PROCEDURE
Upon receiving your complaint, we will reply in writing within three days. This reply will include a copy of the complaints procedure.
After that, we can initiate our complaints procedure and investigate your issue. Often this involves your complaint being handled by a director of the company. They will review your matter and speak with any staff members involved with your complaint.
Within 14 days of receiving an acknowledgement letter regarding your complaint, you’ll be invited to meet with a director for discussions to resolve your issue. Within three days of this meeting, you’ll receive confirmation of what occurred during the session and any solutions agreed upon.
If you cannot make the meeting, or you do not wish to attend, you will receive a detailed written response to your complaint. This response will include any suggestions we deem suitable for resolving your complaint. You will receive this written response within 21 days of acknowledging your complaint.
If you remain unsatisfied at this stage, you can contact us and inform us your complaint has yet to be resolved. Another director will look at your objection to provide a second opinion.
You will receive our final position within 14 days of receiving your review request. In this correspondence, we will sort out our final position and explain why we came to the conclusion we have.
If you remain dissatisfied at this point, you should seek advice from the Property Ombudsman. Typically, you must present a complaint to the ombudsman within 12 months of receiving your final offer, Or within six years of the act or omission occurring. Also, it must be presented within three years of the point at which you should have reasonably been aware of the act or omission.
