1. Purpose of this Complaints Policy
1.1.1 The House Cash Buyer welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our customer service, or about our employees not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
1.1.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
1.1.2.a.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about Buy My House regarding our customer service, or about our employees.
1.1.2.a.2 To ensure that everyone working for or with Buy My House knows how to handle Complaints made by our customers;
1.1.2.a.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;
1.1.2.a.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
2. What this Complaints Policy Covers
2.1.1 This Complaints Policy applies to our customer service and to our employees.
2.1.2 For the purposes of this Complaints Policy, any reference to Buy My House also includes our employees.
2.1.3 Complaints may relate to any of our activities and may include (but not be limited to):
2.1.3.a.1 The quality of customer service you have received from Buy My House.
2.1.3.a.2 The behaviour and/or professional competence of our employees.
2.1.4 The following are not considered to be Complaints and should therefore be directed to the appropriate department:
2.1.4.a.1 General questions about our services.
3. Making a Complaint
3.1.1 All Complaints, whether they concern our customer service, or our employees should be made in one of the following ways:
3.1.2 By email to: support@thehousecashbuyer.co.uk
3.1.3 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
3.1.3.a.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
3.1.3.a.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
3.1.3.a.3 If you are making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee.
3.1.3.a.4 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
3.1.3.a.5 Details of any documents or other evidence you wish to rely on in support of your Complaint;
3.1.3.a.6 Details of what you would like The House Cash Buyer to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
4. How We Handle Your Complaint
4.1.1 Level One:
4.1.1.a.1 Upon receipt of your Complaint, The House Cash Buyer will log the Complaint and will acknowledge receipt of it in writing within 3 working days giving you a Complaint Reference.
