Complaints Policy

At Sell My House Fast Wirral, we are committed to providing exceptional service to all our clients. However, we understand that there may be occasions where you may not be entirely satisfied with our services. We take all complaints seriously and aim to address them promptly and fairly. This policy outlines our procedures for handling complaints to ensure transparency and accountability in our dealings with our valued clients.

1. Scope:

This policy applies to all complaints received by Sell My House Fast Wirral regarding our services, processes, or interactions with our clients.

2. How to Lodge a Complaint:

Clients can leave a complaint with us through the following channels:

Email: help@sellmyhousefastwirral.com
Phone: 0151 662 0772
Postal Mail: The Old School, 188 Liscard Rd, Liscard, Wallasey, CH44 5TN

3. Complaint Handling Process:

Upon receiving a complaint, Sell My House Fast Wirral will follow these steps to address it promptly and effectively:

Step 1: Acknowledgment

Upon receipt of the complaint, we will acknowledge it within 5 business days.
The acknowledgement will include a reference number for the complaint and an outline of the next steps in the process.

Step 2: Investigation

We will conduct a thorough investigation into the circumstances surrounding the complaint.
This may involve gathering additional information, consulting relevant parties, and reviewing any documentation or records related to the complaint.

Step 3: Resolution

Once the investigation is complete, we will propose a resolution to the complaint.
The proposed resolution will be communicated to the complainant in writing, along with the rationale behind the decision.

Step 4: Review and Feedback

We welcome feedback from the complainant regarding the proposed resolution.
If the complainant is not satisfied with the proposed resolution, they may request a review of the decision.
Any additional information or feedback provided by the complainant will be considered in the review process.

Step 5: Final Decision

After considering any additional information or feedback provided by the complainant, Sell My House Fast Wirral will make a final decision on the complaint.
The final decision will be communicated to the complainant in writing, along with details of any further actions to be taken, if applicable.

4. Escalation:

If the complainant remains dissatisfied with the outcome or handling of their complaint by Sell My House Fast Wirral, they may escalate the matter to the appropriate regulatory body or ombudsman scheme.

5. Recording and Monitoring:

Sell My House Fast Wirral will maintain records of all complaints received, including details of the nature of the complaint, actions taken, and outcomes.
We will regularly review and analyse complaint data to identify trends, areas for improvement, and opportunities to enhance our services.

6. Confidentiality:

Sell My House Fast Wirral will treat all complaints and related information with the utmost confidentiality.
Information pertaining to complaints will only be disclosed to individuals directly involved in the complaint handling process, unless otherwise required by law.

7. Review and Revision:

This complaints policy will be reviewed regularly to ensure its effectiveness and compliance with relevant regulations and best practices.
Sell My House Fast Wirral reserves the right to revise or update this policy as necessary, with changes communicated to all relevant stakeholders.

8. Contact Information:

For any inquiries regarding this complaints policy or to leave a complaint, please contact us using the following details: