If you have a complaint or are not happy with the level of service you have received, please fill in our form and our complaint manager will look into your complaint. We aim to resolve all complaints within 48 hours.
Here at Sterling De Vere we pride ourselves on the level of customer service we provide. However,sometimes things do go wrong and you may need to complain, rest assured we are a member of Property Redress Scheme (PRS) and as such aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues as quickly as possible, although in the majority of cases we hope to resolve them at branch level.
Making a complaint - Information for Customers
Stage One - Branch Manager (BM)
The first step in dealing with a complaint is the liaison with the Branch Manager. Each of our branches are equipped with a very friendly and professional Manager who are more than capable to deal and address any complaints or issues you may have. With direct contact and swift replies, the Branch Manager is sure to do the best of their ability to resolve any problems.
Stage Two – Chief Operations Officer (COO)
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Chief Operations Officer. You must write to them within 28 days of receiving the Branch response. The Branch manager will supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three – Managing Director (MD)
If you remain dissatisfied, you may address your concerns in writing to the Managing Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.
Stage Four - Property Redress Scheme (PRS)
After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, Property Redress Consumer Guide or online at https://www.theprs.co.uk/Home/Index
Please note that you must do so within six months of the date of the final letter. Property Redress will not consider your complaint until our internal complaints process has been completed.