Complaint Procedure for Landlords and Tenants
Complaint Procedure for Landlords and Tenants at Ragdon Estate Agency
At Ragdon Estate Agency, we are dedicated to providing exceptional services to our landlords and tenants. However, we understand that problems may arise from time to time. If you encounter any difficulties or are not satisfied with our services, please follow this complaint procedure to help us address your concerns in a timely and efficient manner.
Step 1: Submitting Your Complaint via Email
To submit your complaint, please send an email to admin@ragdon.com. Your email should include a detailed description of the issue, relevant dates, names of any individuals involved, and any other information that could help us understand your complaint better.
We will acknowledge receipt of your email within seven working days, providing you with a complaint reference number and informing you of who will be handling your complaint.
Below is a sample email for Landlords. Please ensure that you follow the guidelines mentioned.
Below is a sample email for Tenants. Please ensure that you follow the guidelines mentioned.
Step 2: Investigation and Response
We will thoroughly investigate your complaint to ensure a comprehensive understanding of the situation. If necessary, we may contact you to ask for further details or clarifications.
We aim to resolve your complaint and respond via email within 14 working days from the acknowledgment of receipt. If the issue is complex and requires more time, we will inform you of the delay and provide an estimated resolution timeframe.
Step 3: Further Action – Sending a Physical Letter
If you do not receive a response within 14 working days or are not satisfied with our email response, you are encouraged to send a physical letter to our office. Please include your full name and contact details, the complaint reference number provided in the email acknowledgment, and a detailed account of the complaint and any previous correspondence related to the issue.
Please mail your letter to the following address:
Ragdon Estate Agency
293 Eastern Ave, Gants Hill, Ilford IG2 6NT
We will acknowledge receipt of your letter within seven working days and proceed with a further investigation or escalate the complaint as necessary. A final response will be provided within 14 working days of the acknowledgment.
Commitment to Service
At Ragdon Estate Agency, we are committed to resolving complaints from our landlords and tenants in an efficient, fair, and transparent manner. We value your feedback as an opportunity for improvement and strive to enhance our services accordingly.
Thank you for your cooperation and understanding as we work to address your concerns. Your satisfaction and trust in our services are of utmost importance to us.