The aims of this Complaints Policy are to provide a framework within which you can make a complaint about the services provided by Moonline Property Limited.
| Appeal | means a member of our board of directors who will handle Level Two Complaints; |
| Appeal Handler | means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One; |
| Business Day | means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in London; |
| Complaint | means a complaint about the service provided by us, about our customer service, about our staff or local agent; |
| Complaint Handler | means a member of our staff who will handle Level One Complaints; |
| Complaint Reference | means a unique code assigned to your Complaint that will be used to track your Complaint; |
| External Resolution | means the referral of your Complaint to an external redress scheme for resolution if you are not satisfied with the outcome at Level Two; |
| Level One | means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; |
| Level Two | means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler. |
| 2.1 | We welcome and encourage feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, about our staff or your local agent, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future. |
| 2.2 |
It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
(a) – To provide a clear and fair procedure for any customers who wish to make a Complaint; (b) – To ensure that everyone working for or with us knows how to handle Complaints made by our customers; (c) – To ensure that all Complaints are handled equally and in a fair and timely fashion; (d) – To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again. |
| 2.3 | means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in London; |
| 2.4 | means a complaint about the service provided by us, about our customer service, about our staff or local agent; |
| 2.5 | means a member of our staff who will handle Level One Complaints; |
| 3.1 | All Complaints, whether they concern our services, our customer service, or our staff, should be made in one of the following ways: |
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(a) – In writing, addressed to Customer Care Department, Ground Floor, 2 Penta Court, Station Road, Borehamwood, Hertfordshire, WD6 1SL; (b) – By email, addressed at complaints@moonlineproperty.co.uk; or (c) – Using our Complaints Form, following the instructions included with the form. |
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| 3.2 | When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible: |
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(a) – Your name, address, telephone number and email address. We will contact you using your preferred contact method as your Complaint is handled; (b) – If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own; (c) – If your Complaint relates to a particular property we are dealing with, the property details; (d) – If you are making a Complaint about a particular member of staff, the name and, where appropriate, position of that person; (e) – Further details of your Complaint including, as appropriate, all times, dates, events, and people involved; (f) – Details of any documents or other evidence you wish to rely on in support of your Complaint; (g) – Details of what you would like us to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.) |
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| 3.3 | If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint. |
| 4.1 | We operate a two-stage complaints handling procedure. Our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are still not satisfied at the end of Level Two, Complaints may progress to External Resolution as detailed below. |
| 4.2 | We aim to resolve Level One and Level Two Complaints within 15 Business Days from the date we have acknowledge receipt of your Complaint. However in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. |
| 4.3 | At the conclusion of the Level One and the Level Two Complaints, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and how to do so. |
| 4.4 | Level One: |
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(a) – Upon receipt of your Complaint, we will log the Complaint and will acknowledge receipt of it in writing within 3 Business Days, giving you a Complaint Reference and the details of your Complaint Handler. (b) – If your Complaint relates to a specific member of staff, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the staff member in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it. (c) – If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint. (d) – We aim to resolve Level One Complaints within 15 Business Days from the date we have received your Complaint. However in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. (e) – At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal. |
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| 4.5 | Level Two: |
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(a) – If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within one month of receipt of our Level One response, and have the complaint escalated to Level Two. Appeals are handled by a member of our board of directors. (b) – Please direct your Appeal to your original Complaint Handler who will forward the request to an appropriate Appeal Handler and quote your original Complaint Reference. Receipt of Appeals will be acknowledged in writing within 3 Business Days and we will also provide details of your Appeal Handler. (c) – Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint. |
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| 4.6 | External Resolution: |
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(a) – If you are not satisfied with the resolution of your Complaint at Level Two you may refer your Complaint to The Property Redress Scheme. Any such referral must be made within 6 months of receipt of our final decision. (b) – For details of their complaint and conflict resolution mechanisms, please contact them by post at Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH, by telephone on +44 (0)33 3321 9418, by email at info@theprs.co.uk, or via their website at www.theprs.co.uk. (c) – Please note that The Property Redress Scheme may decline to deal with Complaints from certain types of customer. |
| 5.1 | All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those of our staff members who need to know in order to handle your Complaint. |
| 5.2 | All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act. |
