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Customer Care Policy
For everyone who has custom with Jordan’s there is a clear customer care procedure if either the landlord or the tenant considers Jordan’s to have let them down in some way.
As a member of the Association of Residential Letting Agents and a market leader within the private rented sector, Jordan’s aim to provide a high standard of service to all our “customers”.
To ensure that your interests are safeguarded and that you are fairly treated we offer the following guidance on how an issue can be raised. |
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1. |
All branch staff will deal with day to day problems on a one to one basis, but once a formal complaint has been raised i.e. “I am not satisfied with the standard of work/conduct/behaviour, etc and I wish to make a complaint”, then at this stage you are requested to put your complaint in writing and send it to the Customer Manager at Jordan’s Residential Lettings Ltd,
Grove Chambers, Green Lane, Wilmslow SK9 1LD |
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Your grievance letter will be investigated thoroughly in accordance with the established in-house procedures and a reply sent to you within ten working days of receipt of your original letter. This reply may request further information from you, or advise you as to the progress of the investigation, or indeed the reply may be our conclusion following the investigation. You will then be invited to make any comments that you may have in relation to this response |
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Subsequently, if you are dissatisfied with the way we have handled your complaint, you may forward your complaint on to the MD, William Jordan at
Grove Chambers, Green Lane, Wilmslow SK9 1LD |
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Finally, having exhausted our in-house procedures and you are still not satisfied you may refer your complaint to the Association of Residential Letting Agents, Maple House, 53-55 Woodside Road, Amersham, Buckinghamshire, HP6 6AA, who will consider your complaint in line with the criteria and procedures set out in their published complaints leaflet. |
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