How we handle complaints.

Our Commitment

VM Property Sourcing Ltd is committed to providing a professional service to all clients and customers. We recognise that occasionally things can go wrong, and when they do, we want to hear about it, put it right where we can, and learn from it. This procedure explains how to make a complaint and how we will handle it. It applies to all services we provide as an estate agency business (property deal sourcing).

How to Make a Complaint

Complaints should be made in writing so that we have a clear record, addressed to:

Videet Mardania, Director
VM Property Sourcing Ltd, 65a Horwood Close, Cardiff, CF24 2LW
Email: enquiries@vmpropertysourcing.co.uk

Please include your name and contact details, a description of your complaint, any relevant dates, documents or correspondence, and what you would like us to do to resolve it. If you need assistance putting your complaint in writing, contact us and we will help.

What Happens Next

1. Acknowledgement — we will acknowledge your complaint in writing within 3 working days of receiving it, enclosing a copy of this procedure.
2. Investigation — your complaint will be investigated by the Director, who will review the relevant file and correspondence and, where appropriate, speak to anyone involved.
3. Formal written outcome — within 15 working days of receiving your complaint, we will send you a formal written outcome of our investigation, setting out our findings and any actions or remedies proposed.
4. Review — if you remain dissatisfied, you may request a review. We will conduct a separate review of the complaint and our handling of it and send you a Final Viewpoint Letter within 15 working days of your request. In all cases, our Final Viewpoint Letter will be issued no later than 8 weeks from the date the complaint was first received.

If You Remain Dissatisfied

If you are not satisfied with our Final Viewpoint Letter, or more than 8 weeks have passed since you first made your complaint, you may refer your complaint free of charge to our independent redress scheme:

You must refer your complaint to Property Redress within 12 months of receiving our Final Viewpoint Letter, including any supporting evidence. Please note that Property Redress requires that you have first given us the opportunity to resolve your complaint through this internal procedure.

Record Keeping

A written record of every complaint is kept, including correspondence, our investigation notes, the outcome and any remedial action taken. Complaint records are retained for at least 6 years and reviewed periodically to identify recurring issues and improve our service.