Customer Care Policy
For everyone who has custom with Jordan’s there is a clear customer care procedure if either the landlord or the tenant considers Jordan’s to have let them down in some way.
As a member of the
Association of Residential Letting Agents
and
The Property Ombudsman,
and a market leader within the private rented sector Jordan’s aims to provide a high standard of service to all our landlords and tenants. We are naturally concerned that you have cause to complain and, to ensure that your interests are safeguarded and that you are treated fairly we offer the following guidance now a complaint has been raised:
1. All branch staff will deal with the normal day to day problems on a one to one basis but once a formal complaint has been raised, i.e. “I am not satisfied with the standard of work/conduct/behaviour etc and I wish to make a complaint” then at that stage you are requested to put your complaint in writing and send it to the Customer Manager at Jordan’s Residential Lettings Ltd. Suite 2F, Dean Row Court, Dean Row Road, Wilmslow, Cheshire SK9 2TB.
2. Your grievance letter will be investigated thoroughly in accordance with established “in house procedures” and a reply sent to you within 14 working days of receipt of your original letter. This reply may request further information from you or advise you as to the progress of the investigation, or indeed the reply maybe our conclusion following the investigation. You will then be invited to make any comments that you may have in relation to this response.
3. Subsequently if you are dissatisfied with the way that we have handled your complaint please contact Robert Jordan, Chairman, c/o PO Box 375, Macclesfield, SK10 4WX.
4. Finally, having exhausted our in house procedures if you are still not satisfied you may refer your complaint to either:
• The Association of Residential Letting Agents, Arbon House,
6 Tournament Court, Edgehill Drive, Warwick CV34 6LG or
• The Property Ombudsman, Beckett House, 4 Bridge Street,
Sailsbury, Wiltshire, SP1 2LX
who will consider your complaint in line with the criteria and procedures set out in their published complaints guidance notes.
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