Customer Services
Our Commitment to Exceptional Service
At Charles Morley, we are dedicated to providing the highest level of customer service to all our clients. Whether you are a landlord, tenant, buyer, or seller, we take pride in delivering a seamless and positive experience while upholding the highest industry standards.
Our Principles
We adhere to a strong set of customer service principles to ensure every client receives the best possible support:
- Value and respect every customer equally.
- Provide clear and concise documentation with minimal small print.
- Follow industry best practices and uphold high professional standards.
- Maintain excellence in all aspects of our business.
- Offer realistic expectations and strive to exceed them.
- Keep clients well-informed at every stage, explaining all processes clearly.
- Respond to queries as quickly as possible, with a commitment to replying within 24 hours.
- Achieve the best possible results for buyers, sellers, tenants, and landlords.
- Set a positive example within the industry and local communities.
- Continuously update our industry knowledge.
- Adopt a progressive approach to service delivery and innovation.
- Understand our customers’ unique needs.
- Offer a high-quality, professional, and transparent service.
Communication
We understand that moving home can be stressful, and we aim to minimize that stress through clear and transparent communication.
- All documentation is presented in a clear, concise, and structured manner.
- We avoid unnecessary legal jargon, ensuring that all agreements and contracts are easily understood.
- While we provide comprehensive guidance, we advise seeking independent legal counsel for legal matters.
Privacy
Your personal information is important to us. We respect and protect your data, ensuring that we only use it in accordance with legal requirements. You have the right to access any personal information we hold about you.
Complaints Resolution
At Charles Morley, we are committed to resolving any issues as quickly and efficiently as possible.
If you have concerns about our service, please contact us:
📞 Phone: [Insert Contact Number]
📧 Email: [Insert Contact Email]
Complaints Policy
We strive to provide exceptional service at all times, but if an issue arises, we are committed to resolving it fairly and effectively.
We aim to address all complaints promptly, though in some cases, a thorough investigation may take up to eight weeks.
Complaints Procedure
Acknowledgement:
- Upon receiving your complaint, we will send a written response within three working days, confirming receipt and providing a copy of our complaints procedure.
Investigation:
- A company director will review your complaint and speak with relevant team members.
Meeting or Written Response:
- Within 14 days, you will be invited to discuss the matter with a director.
- If you prefer not to attend a meeting, a written response will be provided within 21 days outlining our proposed resolution.
Further Review (If Required):
- If you remain dissatisfied, you may request a further review by another director.
- You will receive a final written position within 14 days of this request.
Escalation to The Property Ombudsman (TPO):
- If the matter remains unresolved, you may escalate your complaint to The Property Ombudsman (TPO).
- Complaints must be submitted within 12 months of receiving our final response or within six years of the issue occurring.
We are committed to handling all complaints with fairness, transparency, and professionalism.
