At Harrison Murray we take customer service very seriously and we have an excellent reputation with the overwhelming majority of people we come into contact with. However, as in every business, from time to time something may happen which makes a customer feel they have a valid reason to complain.
Our internal complaints procedure is designed to deal quickly and efficiently with your complaint and to try and resolve it to your satisfaction. The earlier we know about a problem, the better our chance of dealing with it before it becomes a major issue.
Harrison Murray's Internal Complaints Procedure follows four levels of investigation and response.
LEVEL 1.
Complaint about a branch.
If you have a complaint about a branch or its staff, please write to
the manager of the branch detailing the main points of your complaint.
You should then receive an acknowledgement letter from the branch
manager within three working days and it will state the timescale
needed to deal with your complaint. This period will not exceed
fourteen working days. If their response to your complaint does not
resolve the matter you may move to Level 2 of the complaints
procedure.
Complaint about a branch manager.
If you have a specific complaint about the branch manager you should
not write to the branch but instead address your complaint directly
to the Group Executive PA at our head office. They will acknowledge
your complaint within three working days and will state the timescale
needed to deal with your complaint. This period will not exceed
fourteen working days. If their response to your complaint does not
resolve the matter you may move to Level 3 of the complaints
procedure.
LEVEL 2.
If you are unhappy with the response from the branch manager you are requested to write to The Group Executive PA at our head office in Northampton. You should enclose a copy of your original letter of complaint and detail the reasons why you are dissatisfied with the branch manager's response.
The Group Executive PA will acknowledge receipt of your letter within three working days and state the timescale expected to deal with your complaint. This period will not exceed fourteen working days. The Group Executive PA will conduct a thorough review of your complaint and write to you with their findings.
LEVEL 3.
If the response you receive from the Group Executive PA does not resolve the complaint you may ask for the matter to be referred to a Director of the firm. They will again review the complaint and write to you with their conclusions.
LEVEL 4.
In the extremely unlikely event of you being dissatisfied with the findings of the Director you may ask for a final review to be carried out by the Group Managing Director. They will write to you with the company's final decision on the complaint, confirming that our internal complaints procedure is exhausted. They will invite the complainant to refer the case to the Ombudsman for a free, independent review.
IF YOUR COMPLAINT IS UNRESOLVED AFTER LEVEL 4.
You may direct your complaint to The Property Ombudsman whose contact details will have been supplied by us to you.
The Property Ombudsman resolves disputes between agents and customers AFTER the complaint has gone through the internal complaints procedure of the estate agency firm. When a complaint is received by the Ombudsman's office they will contact the Company for confirmation as to whether or not the complaints procedure has been exhausted. If the company has not exhausted its internal complaints procedure, the Ombudsman's office will refer the matter back to the complainant.
