Our Commitment to Customer Service

At Murphy Waldron Estates Limited, we are committed to providing a professional service to all our clients. We take all complaints seriously and aim to resolve them quickly, fairly, and effectively.

This procedure outlines how to make a complaint and how we will handle it.

How to Make a Complaint

Stage 1: Initial Contact

If you have a complaint, please first discuss it with the member of staff dealing with your matter. Many issues can be resolved quickly at this stage.

Contact Methods:

• In person at our office
• By telephone: [Insert Phone Number]
• By email: [Insert Complaints Email]
• In writing to our registered address

Please provide:

• Your name and contact details
• Property address (if applicable)
• Details of your complaint
• What you would like us to do to resolve it
• Any relevant dates and reference numbers

Stage 2: Formal Written Complaint

If your complaint cannot be resolved informally, please submit it in writing to:

Complaints Manager Murphy Waldron Estates Limited 197 Eccles Old Road Salford, England, M6 8HA Email: [Insert Complaints Email]

We will:

• Acknowledge your complaint within 3 working days
• Investigate the matter thoroughly
• Respond in writing within 15 working days

Stage 3: Senior Management Review

If you remain dissatisfied with our response, you may request a review by senior management:

Managing Director Murphy Waldron Estates Limited 197 Eccles Old Road Salford, England, M6 8HA Email: [Insert Director Email]

We will:

• Acknowledge within 3 working days
• Conduct a full review
• Provide a final response within 15 working days

Our Investigation Process

When investigating your complaint, we will:

1. Review all relevant documentation
   
   
   • Correspondence
   • File notes
   • Contracts and agreements
2. Interview relevant staff members
   
   
   • Gather their account of events
   • Identify any procedural issues
3. Consider regulatory requirements
   
   
   • Ensure compliance with all regulations
   • Check adherence to codes of practice
4. Determine appropriate resolution
   
   
   • Identify what went wrong (if anything)
   • Propose fair remedial action

Timescales

• Acknowledgment: Within 3 working days
• Initial Response: Within 15 working days
• Final Response: Within 8 weeks maximum

If we cannot meet these timescales, we will:

• Explain why
• Provide a revised timescale
• Update you regularly on progress

Redress Scheme – Final Stage

If you remain dissatisfied after our final response, you have the right to refer your complaint to our independent redress scheme:

[INSERT YOUR SCHEME – The Property Ombudsman OR Property Redress Scheme]

The Property Ombudsman (if applicable)

Milford House 43-55 Milford Street Salisbury, Wiltshire SP1 2BP Tel: 01722 333306 Email: admin@tpos.co.uk Website: www.tpos.co.uk

Property Redress Scheme (if applicable)

Premiere House, 1st Floor Elstree Way Borehamwood WD6 1JH Tel: 0333 321 9418 Email: info@prs.org.uk Website: www.theprs.co.uk

Important: You must refer your complaint to the redress scheme within 12 months of our final response.

What the Redress Scheme Can Do

The redress scheme can:

• Review your complaint independently
• Determine if we have acted fairly
• Award compensation up to £25,000 if appropriate
• Make other awards to put things right

Their decision is binding on us but not on you – you retain your legal rights.

Types of Complaints We Handle

We will investigate complaints about:

• Our service quality
• Staff behavior
• Fees and charges
• Marketing of your property
• Property management issues
• Communication failures
• Delays in our service
• Breach of our obligations

Complaints We Cannot Handle

We cannot deal with:

• Disputes about property prices or valuations (opinion-based)
• Matters already being dealt with by a court
• Complaints about third parties (e.g., solicitors, surveyors)
• Issues over 12 months old (unless exceptional circumstances)

Record Keeping

We maintain records of all complaints for at least 6 years, including:

• The original complaint
• Our investigation notes
• Correspondence
• The outcome
• Any lessons learned

Continuous Improvement

We use complaints to improve our service by:

• Analyzing trends
• Identifying training needs
• Updating procedures
• Sharing lessons learned

Vexatious Complaints

While we take all complaints seriously, we reserve the right to:

• Limit contact with unreasonably persistent complainants
• Decline to reinvestigate matters already fully addressed
• Refer abusive complainants to communicate only in writing

Your Rights

Throughout the complaints process, you have the right to:

• Be treated fairly and with respect
• Receive a full explanation of our findings
• Have your complaint handled confidentially
• Be kept informed of progress
• Escalate to our redress scheme if dissatisfied

Contact Us

For any queries about our complaints procedure:

Telephone: [Insert Phone Number] Email: [Insert Complaints Email] Post: Complaints Department, Murphy Waldron Estates Limited, 197 Eccles Old Road, Salford, England, M6 8HA

Alternative Dispute Resolution

In addition to our redress scheme, you may wish to consider:

• Mediation services
• Legal advice
• Citizens Advice Bureau
• Trading Standards

We will cooperate fully with any alternative dispute resolution process.

Version: 1.0 Last Updated: 01-12-2025

Note: This complaints procedure is designed to ensure fair treatment of all complaints and compliance with the requirements of our redress scheme membership. Please ensure all staff are familiar with this procedure.