As shown under our Terms of Use and Complaints page here is the complaints procedure (which we hope you will never need to use!):
I Am The Agent Complaints Procedure
1. Introduction:
I Am The Agent is dedicated to providing excellent service to all our customers. We appreciate your feedback and take complaints seriously. This complaints procedure outlines the steps you should follow if you have a complaint about our services.
2. How to Raise a Complaint:
Customers can raise a complaint through the following methods:
Email: complaints@iamtheagent.com.
In writing: I Am The Agent, The Fuel Tank Creative Road, London SE8 3LE
3. Complaint Registration:
When registering a complaint, please provide the following information:
- Your full name and contact details.
- If you are an estate agent or property developer please provide company names, directors details and confirmation of associations and board you a part of.
- A clear description of the complaint, including relevant dates and parties involved.
- Any supporting documents or evidence related to the complaint.
4. Complaint Investigation:
- All complaints will be acknowledged within 3 business days of receipt.
- Our dedicated complaints team will thoroughly investigate the complaint to understand the issue and its causes.
- We may contact you for additional information or clarification during the investigation process.
5. Resolution:
- We aim to resolve complaints within 14 business days after acknowledgment. If the resolution process takes longer, we will inform you about the progress and the reasons for the delay.
- Once the investigation is complete, we will provide you with a detailed response outlining the findings and the actions taken to address the complaint.
6. Appeals:
- If you are not satisfied with the resolution provided, you have the right to appeal.
- To appeal, submit a written request outlining the reasons for your dissatisfaction within 7 business days of receiving the resolution.
- Your appeal will be reviewed by a senior management representative not involved in the initial investigation.
7. Feedback and Continuous Improvement:
- We value your feedback on our complaints handling process. After the resolution, you will receive a satisfaction survey. Your responses will help us improve our services.
8. Contact Information:
For any questions or concerns about this complaints procedure, please contact:
- Your Customer Support Manager or a Director
- Email: complaints@iamtheagent.com or info@iamtheagent.com
- Phone: 0203 970 0999 or 0333 4441007
9. If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Make a Complaint - The Property Ombudsman (tpos.co.uk)
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review