COMPLAINTS PROCEDURE

Complaints Handling Policy

We are a firm regulated by RICS and therefore we have two stages to the Complaints Handling Procedure:

  • • Consideration of the complaint by a senior member of the firm or the firm’s designated complaints handler.
  • • If the complaint cannot be resolved, referral to an independent third party with the authority to award redress.
All complaints made will be logged.

The person responsible for dealing with your complaint is: Sophie Bullock

It is recommended that you put your complaint in writing to the above named, at the address below. This is to ensure that we fully understand what your complaint is and have a written record of it.

8 High Street
Sutton Coldfield
B72 1XA
Telephone: 0121 362 7878

There are two formal stages to our complaints handling procedure.

Stage one

The first stage of our complaints handling procedure will involve full consideration of your complaint by Sophie Bullock. We will acknowledge your complaint by telephone and in writing within 3 working days. Following that we will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on our progress with your complaint, within a further 15 days.

We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude and this will be confirmed in writing.

However, if you are dissatisfied with our initial response, there is a further consideration process with a 15 day response time.

Should you still not be happy you will have the opportunity to take your complaint to the final stage of our complaints handling procedure (stage two).

Stage two

When it is clear that agreement cannot be reached, we will write to you explaining that our internal investigation of your complaint has been exhausted and reached deadlock. You will then have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is the Property Redress Scheme.

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH


Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.com
 TESTIMONIALS 
Viewed a house with Gail. She was very professional and polite. We didn’t feel rushed at all. She answered all our questions, if she didn’t know the answer she found it out and rang us back the same day.

Cynthia Mitten
Purchaser
Been using Aston Knowles now for two years and fantastic service.

Have no complaints and Gemma is an absolute star.

Jackie Miller
Purchaser
Professional service, always ready to help when required. Would highly recommend.

Karen Knowles
Purchaser
Always organised and very professional. Super friendly and knowledgeable staff happy to help whenever you have any questions.

Marcin Górczyński
Purchaser
Very helpful staff. Were very supportive and kept chasing the people that needed chasing in order to speed up the process. Never let me down and always a pleasure to talk to.

Ben Fenaiech
Purchaser
We recently purchased our forever home from Aston Knowles and they were hands down the best agents we dealt with during our search. Everyone in the office was incredibly friendly and knowledgeable.

Gail, Vicky, Sophie and Gemma were our main contacts and despite tricky sale on our end of the chain where our sale fell through, we couldn't ask for more from them! Always ready to answer any questions and although we were buyers we felt they were our advocates and incredibly respectful, whilst working to the seller's best interests. If we did ever need to sell/buy again we wouldn't hesitate to use Aston Knowles!

After we had moved in, Aston Knowles was still on hand to give advice on local gardeners we may need in the future. Once again, we could not ask for more! Thank you Aston Knowles team!

Amy
Purchaser
Can’t thank everyone @ Aston Knowles for finding us our home. Been a journey and have been guided at each step by their fantastic team. Exceptional service by them all the way through. Special mention for Gail and Vicki - you both are amazing, thanks for all your guidance at each step and being patient with our purchase.

Amitabh Aggarwal
Purchaser
Absolutely superb agency. The staff are all 100% on their game and for us achieved an amazing result within a very short time. After trying a number of local agencies without success we believe we found the best in Aston Knowles. We cant recommend them highly enough. All the staff are hard working, knowledgeable, reliable and friendly and achieved a great result.

Jeanette Jones
Purchaser
Aston Knowles team have been wonderful from our initial meeting to our completion. Kept us informed every step of the way & pushed things when necessary. Always there when needed. Wouldn't hesitate to use again & recommend to others. A big thank you to all the friendly team who assisted us, much appreciate all your hard work.

Annmaria Bennett
Purchaser
On behalf of the Nash family as purchasers of one on your properties we would like to thank Gail and Vicky for your professionalism and quick response in responding to any queries we had.

Aston Knowles offered a first-class service throughout and we would have no hesitation in recommending your company to prospective vendors.

Melissa Nash
Purchaser
Gail and her team showed us the importance of using a professional estate agency.

We initially marketed our house with an online agent who generated little interest. Gemma from Aston Knowles followed up with us and we decided to give them a try.

What a difference! Professional, empathetic an amazing team who really know how to do the job. From Gail who within 4 viewings had secured 2 offers, to Vicky keeping us updated, they were all fantastic.

They sold our house within 1 week of instruction and then managed the whole thing through to completion with an unrivalled level of professionalism.

We cannot recommended this team highly enough.

Thank you Gemma, Gail and Vicky.

Michael Lennon
Purchaser
Having viewed and enquired on a very attractive property on the Aston Knowles website, our interest was handled efficiently and professionally through to completion. Gail was knowledgeable, informative, responsive and friendly throughout, making the buying process as stress free as possible, not an easy task!

Mr Alan Reardon
Purchaser
Staff were very friendly and helped to push through our purchase. I would recommend the team as there was a real personal touch to the service we received. Thanks

Gary Blunt
Purchaser
On behalf of Chris and myself as purchasers of one on your properties we would like to thank you and Vicky for your professionalism and quick response in responding to any queries we had.

Aston Knowles offered a first-class service throughout and we would have no hesitation in recommending your company to prospective vendors.

Karen & Chris Nash
Purchasers
Having viewed and enquired on a very attractive property on the Aston Knowles website, our interest was handled efficiently and professionally through to completion. Gail was knowledgeable, informative, responsive and friendly throughout, making the buying process as stress free as possible, not an easy task!

Alan Reardon
Purchaser
Staff were very friendly and helped to push through our purchase. I would recommend the team as there was a real personal touch to the service we received.

Thanks

Gary Blunt
Purchaser
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Contact us
8 High Street,
Sutton Coldfield,
B72 1XA

0121 362 7878
enquiries@astonknowles.com




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