Customer Care Policy

Reputation is hard won and we don’t want to lose it

Customer Care Policy
Code of Conduct
  1. Be honest and discreet at all times.
  2. Offer candid advice concerning the possible or probable results of any projected research.
  3. Confirmation of instructions will be sent in writing upon commencement of research and updates on progress will be sent at regular intervals.
  4. Present research results and opinions in a clear, logical manner; cite references where applicable; and refrain from withholding, suppressing, or knowingly misquoting or misinterpreting sources or data.
  5. Explain without concealment or misrepresentation all fees, charges, and payment structures.
  6. Abide by agreements regarding project scope, number of hours, and deadlines and reporting schedules; keep adequate, accessible records of financial and project-specific contacts with the consumer.
  7. All confidential information obtained in the course of business will be held as such and the provisions of the Data Protection Act shall be adhered to.
  8. Avoid unnecessary duplication of effort and research.
  9. Where applicable, declare any personal or financial interest.
  10. Staff are encouraged to resolve any dispute and/ or complaint in a prompt and professional manner and comply with the Estate Research complaints policy.
Feedback
  • We pride ourselves on customer service. We work hard to continuously provide high standards and to achieve this we welcome feedback both positive and negative.

    If you have used our service please take the time to fill out the brief survey either online or in paper-format (upon request). You will be entered into our annual prize-drawer, one lucky winner will receive £25 worth of shopping vouchers.

    All terms and conditions can be found here.
Complaints Procedure

We always seek to impress but we recognise that there may be an occasion where a client seeks to make a complaint and accordingly undertake to abide by the following policy:

  1. Complaints can be made at any time: either orally or in writing.
  2. Oral complaints will be transcribed immediately and placed upon file and within a complaints folder held at the head office.
  3. We shall seek to use our best endeavours to resolve all complaints in a timely and amicable manner.
  4. If the complainant seeks further redress the matter will be transferred to Aidan Hutchings (Managing Director) or James Gartland for internal investigation. If a complaint proceeds to this stage the complainant will be informed in writing within 2 working days.
  5. We aim to investigate and reply to all complaints within 10 working days.

Estate Research are registered with the ICO. Should you feel that we have acted in breach of our ICO commitment you are referred to the Complaint Policy steps 1 to 5 above in the first instance; and the ICO complaints procedure thereafter which can be found at https://ico.org.uk/concerns

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