Complaints Procedure

Complaint Procedure for SJB Property Group

At SJB Property Group, we strive to deliver exceptional services and ensure our clients' satisfaction. However, we recognize that there may be occasions when our services fall short of expectations. In such instances, we encourage you to notify us so we can promptly and effectively address your concerns. Here's how you can raise a complaint:

Writing Your Complaint

Please submit your complaint in writing via email to complaints@sjbproperty.com. Be sure to provide a clear description of your complaint, including any relevant dates and actions you've taken to resolve the issue. Specific details will facilitate a better understanding of your concerns and enable us to address them more effectively.

Acknowledgement of Your Complaint

Upon receipt of your complaint, we will send you an acknowledgment email within 10 business days. This email will confirm that we have received your complaint and are in the process of reviewing it.

Investigation Process

We will conduct a thorough investigation of your complaint, which may involve reviewing documentation, communication records, and consulting with relevant teams or individuals involved in your matter. Our aim is to resolve complaints as swiftly as possible.

In most cases, we will provide a substantive response to your complaint within 20 business days of receipt. If the investigation requires more time, we will keep you informed of the progress and provide an estimated resolution timeline.

Resolution

Once our investigation is complete, we will reach out to you to discuss our findings, propose a resolution, and collaborate with you to ensure your satisfaction. Our objective is to resolve complaints in a fair and satisfactory manner for all parties involved.

Further Steps

If you remain dissatisfied with the resolution, you have the option to request a review of your complaint by a senior member of our team. Please provide reasons for your dissatisfaction with the initial resolution, and we will undertake a further review of your complaint and proposed resolution.

Your Feedback is Valuable

We consider complaints as opportunities to enhance our services and communication with clients. Your feedback is invaluable to us, and we are committed to listening and implementing changes that improve your experience with SJB Property Group.

Thank you for bringing your concerns to our attention. We are dedicated to supporting you throughout the complaint resolution process.

Contact: complaints@sjbproperty.com