Complaints

COMPLAINTS PROCEDURE

If you’re not completely happy with our service please do not hesitate to contact us.   In this way you we can endeavour to resolve the issue.

We do everything to make sure all our clients receive the best possible service.  However, on some occasions we do not always get this right.

Most complaints in our line of business are fairly immediate due to the wish to proceed with the sale or marketing of your property.

CONTACT US

If you have a complaint about any aspect of our service then the please contact us outlining the nature of your complaint as follows:

ND Estates
8b Spectrum
Gloucester Street
St Helier
Jersey
JE2 3DB.

HANDLING YOUR COMPLAINT

In the first instance you should contact your lead negotiator by email or in writing detailing your problem.   In the event that you do not wish to contact the lead negotiator please write to the Head of Sales & Lettings at the address below.

Once the negotiator or Head of Sales has looked in to your complaint we will write to you with our findings within 14 days of your complaint.  If we have not yet resolved your complaint we will write to tell you:

  1. Why we have not yet resolved your complaint.
  2. Who is dealing with your complaint
  3. When we will be in contact with you again.

IF YOU ARE NOT SATISFIED

If you are not satisfied with the outcome of your complaint then the matter will be referred to a Director of ND Holdings Limited.

The Director will review your complaint and then issue a letter to you which will explain our final position and endeavour to resolve your complaint.

If you are dissatisfied with our handling of your complaint and would like us to review the way we have dealt with it, we offer you the right to request that a Director be asked to carry out a review of the response to your complaint.  If you wish us to do so, please ask us in writing.  We will then advise you of the outcome of that review within 14 days.

NAEA PROPERTYMARK

ND Estates is a member of the NAEA Propertymark scheme and became a member on the 29th June 2018.   To access the NAEA Propertymark complaints procedure please click here  and note the procedures that you are required to follow.

THE PROPERTY OMBUDSMAN

ND Estates is a member of the Jersey Estate Agents Association.   As such we have access to the Property Ombudsman Scheme which we are currently finalising our membership.

You have the right to contact The Property Ombudsman to request that they consider the complaint further where you remain dissatisfied with any aspect of our handling of your complaint:-

Telephone: 01722 333306

Email:admin@tpos.co.uk

Website:www.tpos.co.uk

Address:The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury,   Wiltshire SP1 2BP       

Unless it agrees there are good reasons not to do so, The Property Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above.  You can refer your complaint to The Property Ombudsman up to 12 months after you have received our final written response to your complaint.