Customer Charter and Complaints Procedure

Phoenix Estate Agency.

We love selling properties, and we adore getting it right for both Sellers and Buyers. But, occasionally, we can get it wrong and when we do, we aim to put it right, making sure that we learn from our mistakes, and improve our service for all of our clients.

We are 100% committed

We constantly provide staff training, carry out spot checks, and occasionally act as mystery sellers. We want to make sure that our staff is always kept on their toes, so that they provide the best service standards possible to all our customers. Most of our Management team and staff are home owners too, and we believe in the ethos of treating others as we would like to be treated ourselves.

We have a rewards policy, ensuring that staff are incentivised to ensure that they are passionate about what they do. They are highly driven and motivated to get the best result for you, to sell your home as quickly as possible for maximum value, providing you with excellent customer service.

We have invested heavily in customer relationship management systems, all of which help staff to keep a record and have access to current information, so that they can assist you with any queries you may have with ease.

Our senior staff is highly experienced, they understand the pressures involved, and are constantly focused on training junior staff.

We have a dedicated sales progression team, to help deal with sellers and buyers, the mortgage brokers and solicitors, help keeping you informed all the way.

Our pledge to you.

• We will provide you with the highest level of service.

• We will acknowledge your complaint in a maximum of 3 working days from receipt by writing.

• We will respond back after we have investigated the complaint in full in 15 working days.

• Your complaint will be dealt with a Senior Member of Staff, someone who has not directly been involved in your transaction.

• We will inform you of our decision

If you have any feedback or would like to make a complaint, then please email us at: complaints@phoenixestateagency.co.uk or you can write to us at Complaints Department, 76 George Street, Oldham, OL1 1LS.

We normally respond to complaints in 1 working day, and try our best to resolve any matters as soon as possible. We want to rectify our mistakes and make sure that you have a positive experience with us. You are extremely important to us. We will always be fair and honest.

What happens if you are not satisfied?

• We can then pass your complaint on to an even more Senior Manager to review the complaint. Someone who has not been involved in the transaction so that they can review the matter with impartiality. We will write to you in 3 working days to acknowledge your request.

• You will be sent your review in 15 Working Days, however we will aim at all times to provide you with a speedy decision.

• We will send you a written statement of our final review, detailing any offers made and suggestions.

If you would like to escalate your complaint, then please email us at complaints@phoenixestateagency.co.uk or you can write to us at Senior Complaints Manager, 76 George Street, Oldham, OL1 1LS

We normally respond to complaints in 1 working day, and try our best to resolve any matters as soon as possible. We want to rectify our mistakes and make sure that you have a positive experience with us. You are extremely important to us. We will always be fair and honest.

We always welcome feedback.

If you are dissatisfied with the response of a particular staff member, our service, or our managers, then please write to our senior management team at;

Senior Management Team,
76 George Street,
Oldham,
OL1 1LS

Alternatively, you can email us; complaints@phoenixestateagency.co.uk