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Complaints Policy

Zenith Zone Properties Ltd Complaints Policy

At Zenith Zone Properties Ltd, we are committed to providing a high standard of service to our clients. We take all complaints seriously and aim to resolve them promptly and fairly. This Complaints Policy outlines the procedures we follow to address any complaints you may have about our services.
 

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible. You can make a complaint in the following ways:

Please provide as much detail as possible about your complaint, including your name, contact information, and any relevant documentation.
 

2. What Happens Next?

  • Acknowledgement: We will acknowledge receipt of your complaint within 3 working days. This acknowledgment will include the name and contact details of the person handling your complaint.

  • Investigation: We will conduct a thorough investigation into your complaint. This may involve reviewing relevant documentation and speaking to staff members involved.

  • Response: We aim to provide a full response to your complaint within 15 working days. If we need more time to investigate, we will inform you of the reason for the delay and provide an estimated resolution date.
     

3. Our Response

Our response will include:

  • A summary of your complaint

  • The outcome of our investigation

  • Any actions we have taken or propose to take to resolve your complaint

  • Any proposed steps to prevent a similar issue from occurring in the future
     

4. If You Are Not Satisfied

If you are not satisfied with our response, you can request a review of your complaint. Please contact us within 15 working days of receiving our response, explaining why you are dissatisfied.
 

5. Escalation

If you remain unhappy after our internal review, you can escalate your complaint to The Property Ombudsman, an independent organization that can review your complaint. You can contact The Property Ombudsman at:

6. Confidentiality

All complaints will be handled with the utmost confidentiality. We will only share information about your complaint with those who need to know in order to resolve the issue.
 

7. Continuous Improvement

We regularly review and analyze complaints to identify any trends or areas for improvement in our services. Your feedback is valuable in helping us enhance the quality of our service.


Contact Us

If you have any questions about our Complaints Policy or wish to make a complaint, please contact us at:
Email: info@zenithzoneproperties.co.uk
Phone: 07301568050

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