Walker Sandford Property Factors in Glasgow, Announces Improvements to its Complaints Procedure Systems

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The system of property factoring self-regulation is coming to an end with the onset of the The Property Factors (Scotland) Act 2011 which will come into force on 1 October 2012. This new legislation is designed to regulate the property factoring industry and provide increased protection for homeowners who receive services from a factor.

Walker Sandford Property Management Ltd

Walker Sandford Property Management Ltd, Glasgow, Scotland

Walker Sandford believes that complaints are an opportunity to demonstrate the quality of their services

Customer service is key in any Property Factoring business. Whether the customer is the property owner or a tenant, when complaints are made against a property management company by those who patronize it, there must be a procedure in place.

Walker Sandford believes that complaints are an opportunity to demonstrate the quality of their services and determine to ensure that the problem does not become a continuing issue.

"We all know that misunderstandings and mistakes happen in every business. How we deal with customer complaints is very important, after all, we want our clients to feel that we have listened to their issues and that we are doing all we can to resolve the problem effectively" says property manager Paul McGonnegal

Walker Sanford believe that complaints are an opportunity to demonstrate the quality of their services and the company determine to ensure that a problem does not become a complaint or a continuing issue.

All our office staff will deal with the normal day to day problems on a one to one basis" continues Paul, " but once a formal complaint as such has been raised, for example, 'I am not satisfied with the standard of your work carried out; conduct of a contractor or staff behaviour’, and a client wishes to make a formal complaint, then at that stage clients are requested to put the complaint in writing", he states.

What clients are asked to do first?

Unhappy clients should first make a formal written complaint to Walker Sandford to start their internal complaints procedure.

If at the end of this procedure, the client is still not satisfied, they can contact The Property Ombudsman giving details of the complaint. The client must do this within six months of the firm completing their internal complaints procedure.

Benefits of Walker Sanford’s Complaints procedure

  •     Walker Sanford have put specific people in charge of handling specific areas of complaint.
  •     Clear written and documented procedures
  •     Named customer service and department staff ensure clients are directed to the right person to handle the issue.

"We have a series of documented procedures that we follow, and that clients may have access to by written request" Paul continued "The Procedures clearly state what a client or member of the public is obliged to do before they are able to accelerate the complaint to the property ombudsman, in Scotland”

The Walker Sandford website contains all the information a client would require to make a formal complaint. The document can be read on Walker Sandford's Blog or clients are invited to download Walker Sandford's complaints procedure by visiting the website here.

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Patrick Tuttle
American Title & Marketing, LLC.
+1 443 807 8383
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