At Jebu Blue Properties Ltd and Jebu Blue Properties – Sourcing Ltd, we strive to provide exceptional service to our clients. We take pride in our commitment to transparency, professionalism, and customer satisfaction. However, we understand that there may be occasions when our clients feel the need to raise a complaint. We value your feedback and are dedicated to resolving any issues promptly and fairly. This complaints policy outlines the steps to be followed when making a complaint to our business, in line with the Property Redress Scheme’s Code of Conduct.
1. Objective
Our objective is to handle all complaints efficiently, effectively, and fairly, ensuring that we address your concerns and take appropriate actions to resolve the issue.
2. Definitions
For the purpose of this policy, the following terms shall have the meanings assigned to them:
– “Complainant” refers to any individual or organisation who is dissatisfied with our services and wishes to make a formal complaint.
– “Complaint” refers to an expression of dissatisfaction made by a complainant, whether written or verbal.
3. Complaints Procedure
3.1. Informal Resolution
We encourage complainants to initially raise any concerns informally with the individual(s) directly involved in the matter. In most cases, an informal resolution can be achieved promptly, avoiding the need for a formal complaint.
3.2. Formal Complaint
If an informal resolution is not possible or fails to address the issue satisfactorily, a formal complaint may be lodged. To make a formal complaint, the following steps should be followed:
3.2.1. Written Complaint
The complainant should submit a written complaint to Jebu Blue Properties Ltd or Jebu Blue Properties – Sourcing Ltd (whichever company the complaint is regarding) detailing the nature of the complaint, including any relevant supporting documents or evidence. The written complaint can be submitted via email or letter.
3.2.2. Acknowledgement
Upon receipt of the written complaint, Jebu Blue Properties Ltd or Jebu Blue Properties – Sourcing Ltd will acknowledge the complaint within 5 working days. The acknowledgement will
include the name of the person responsible for handling the complaint and an outline of the expected timeframe for resolution.
3.2.3. Investigation
A thorough investigation will be conducted to gather all necessary information related to the complaint. This may involve reviewing relevant documentation, speaking with involved parties, and any other reasonable steps to assess the complaint thoroughly.
3.2.4. Resolution
Jebu Blue Properties Ltd and Jebu Blue Properties – Sourcing Ltd aim to resolve complaints within 25 working days from the date of acknowledgement. Once the investigation is complete, we will provide a written response to the complainant, outlining the findings, any actions taken or to be taken, and the rationale behind the decision.
3.2.5. Property Redress Scheme
If the complainant remains dissatisfied with the outcome, they have the right to escalate the complaint to the relevant Property Redress Scheme. We will provide the necessary details and guidance on how to proceed with this option.
4. Records
All complaints and related documentation will be recorded and maintained securely by
Jebu Blue Properties Ltd or Jebu Blue Properties – Sourcing Ltd for a minimum of 5 years.
5. Continuous Improvement
We view complaints as an opportunity to learn, improve our services, and prevent similar issues from recurring in the future. Regular reviews of the complaints received will be conducted to identify any underlying trends or systemic problems that require remedial action.
6. Confidentiality
All complaints and the associated information will be treated with the utmost confidentiality, respecting the privacy of the complainant and the individuals involved.
7. Training and Awareness
Jebu Blue Properties Ltd and Jebu Blue Properties – Sourcing Ltd will ensure that all staff members are aware of this complaints policy, understand their role in its implementation, and receive appropriate training to handle complaints effectively and in line with the Property Redress Scheme’s Code of Conduct.
We are committed to providing a transparent and robust complaints process to address any concerns raised by our clients. If you have any questions or require further assistance, please do not hesitate to contact us.