COMPLAINTS PROCEDURE

Complaints Procedure

At AJ Fowler Properties, we are committed to providing a professional, transparent and high standard of service.

We're sorry to hear that you're unhappy with any aspect of our service. We value all feedback and treat every complaint seriously, as it gives us the opportunity to investigate what happened and improve where necessary.
 

Step 1 – Contact Us

If you're dissatisfied with our service, please contact us as soon as possible with details of your complaint.

Please include:

• Your name

• Your contact details

• The property or service your complaint relates to

• A clear description of your concerns

• Any supporting information that may help us investigate
   

Step 2 – Acknowledgement

We aim to acknowledge your complaint within two business days of receiving it.
 

Step 3 – Investigation

Your complaint will be investigated fairly, independently and as quickly as possible.

Where necessary, we may contact you to request additional information or clarification.
 

Step 4 – Our Response

We aim to provide a full written response within 10 business days.

If more time is required due to the complexity of the matter, we will keep you informed of our progress and provide an updated timescale.
 

Independent Redress

If you remain dissatisfied after we have completed our complaints procedure, and your complaint falls within the scope of our membership, you may be able to refer the matter to our independent redress scheme.

Details of our redress scheme are available upon request or from our website.
 

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Our aim is always to resolve concerns fairly, professionally and as quickly as possible. We appreciate the opportunity to put things right and continually improve our service through customer feedback.

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