Complaints

Sell Your SPV Limited – Formal Complaints Procedure – Client Guide

As a Sell Your SPV Limited client you can expect a first-class service from us and we aim to provide it. We have high standards, but if you believe we have made a mistake, screwed up or just got it wrong, please get in touch with us as soon as possible and we will do everything we can to put it right.We are also subject to the rules of the Property Redress Scheme. In general terms this gives Clients’ who are unable to resolve a complaint against us, the right to have this reviewed by an independent body – the Property Redress Scheme.We hope that our complaints procedure will resolve any complaint without the need for you to contact the Property Redress Scheme. Please note that the Redress Scheme will not investigate your complaint before you have completed our complaints procedure and received a letter or email from us giving our ‘Final Viewpoint’. Below are the steps in our complaint’s procedure. At every stage we promise to listen, to do everything we can to resolve the problem and to make sure you are happy with the way we do it.

Our Complaints Procedure If you have a problem relating to the service you have received, please discuss this at the earliest opportunity with one of our members of staff. Our aim is to deal with the problem sympathetically, fairly and quickly.

A Director has been appointed in our office to deal with complaints, and you should not hesitate to contact the person shown below:

Name: Jonathan Veers

Company: Sell Your SPV Limited

Position: Director

Company contact details: Email: jonathan@sellyourspv.co.uk

Complaint Process

Step One – Initial Complaint

Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it; this is necessary to assist with the matter being investigated within the company.

A letter of acknowledgement will be sent to you within 3 working days. It will outline our understanding of your complaint and offer you the opportunity of having a meeting with the person dealing with your complaint, at a mutually acceptable time, day and location. You may also be asked for additional information for a full and thorough investigation to be undertaken to assist in resolving the matter.

Step Two – Outcome Letter

In all but exceptional cases, the appointed Director will fully investigate your complaint, and a formal written outcome of the investigation will be sent to you within 15 working days of receipt of the original written complaint. You will be asked to inform us in writing if you are happy with the outcome.

If you are not happy with the outcome, you can request in writing that your case be reviewed internally by another Director. This review will be thorough and a ‘Final Viewpoint Letter’ will be sent to you within 5 working days of receipt of your request for the review.

Step Three – Final Viewpoint Letter

If you request an internal review of the outcome of the investigation into your complaint, a receipt of the appeal letter will be sent within 3 business days and will provide details of the person handling the appeal.

This review will be thorough and a ‘Final Viewpoint Letter’ will be sent to you within 5 working days of receipt of your request for the review. You will be asked to inform us in writing if you are happy with the outcome.

Step Four – the Property Redress Scheme

After you have received the Final Review Point Letter from the nominated Director, you may approach the Property Redress Scheme if you are still not satisfied with the response given. Details of how to do this are contained within the ‘final viewpoint’ letter.

Please note that you must contact the Property Redress Scheme. within 12 months of the date of the final letter. the Property Redress Scheme will not consider your complaint until our internal complaints process has been completed.

You are, however, entitled to have your complaint referred to the Redress Scheme should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

The Property Redress Scheme consumer guide can be found online at www.propertyredress.co.uk.

The Redress Scheme contact details:

Name: Property Redress Scheme (Sell Your SPV Limited membership no. PRS060897)

Address: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Tel: 0333 321 9418

Website: www.propertyredress.co.uk

Email: info@propertyredress.co.uk

the Property Redress Scheme will consider your complaint, taking into account any points made by you, and Sell Your SPV Limited. The redress scheme may, however, refuse to investigate a complaint when your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the redress scheme more than 12 months after you received the Member Agency’s ‘Final Viewpoint’ Letter. The redress scheme’s office may try to settle the dispute by agreement between you and Sell Your SPV Limited. If this is unsuccessful, the Property Redress Scheme will consider all the relevant factors and make a decision according to what they believe to be fair in all the circumstances. the Property Redress Scheme will send his decision to you and Sell Your SPV Limited. You can accept or reject this decision. If you reject the Property Redress Scheme decision, it will lapse, and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by the Property Redress Scheme decision.