Customer Care Policy
& Complaints Procedure

Customer Care Policy
& Complaints Procedure

Customer Care Policy
& Complaints Procedure

Customer Care Policy

Download Customer Care Manual
Download Customer Care Manual

What is customer care?

What is customer care?

The quality of the service should be consistent regardless of who is responding to the enquiry or who the customer is. Customer care is about treating other people the same way you would like to be treated.

Customer care principles

Customer care principles

The foundation for delivering quality services and projecting a good image is to adopt baseline standards to ensure professional customer care. At the forefront of our business is transparency. We pride ourselves on providing whatever information we can to aid understanding. When we deal with a customer we look to abide by the following:

  • Be attentive, polite, courteous and sensitive
  • Be honest and fair
  • Check (and double-check) the accuracy of information we provide
  • Respond in timely manner and abide by any time commitments that have been agreed
  • Record, monitor and publish complaints and compliments
  • Ensure complaints are dealt with openly and fairly
  • Actively seek the views of customers and staff

What do our customers want?

What do our customers want?

Why do we need customer care standards?

Why do we need customer care standards?

Delivery and feedback

Delivery and feedback

Complaint?

Complaint?

Code of Conduct

  • Be honest and discreet at all times.
  • Offer candid advice concerning the possible or probable results of any projected research.
  • Confirmation of instructions will be sent in writing upon commencement of research and updates on progress will be sent at regular intervals.
  • 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.
  • Explain without concealment or misrepresentation all fees, charges, and payment structures.
  • Be honest and discreet at all times.
  • Offer candid advice concerning the possible or probable results of any projected research.
  • Confirmation of instructions will be sent in writing upon commencement of research and updates on progress will be sent at regular intervals.
  • 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.
  • Explain without concealment or misrepresentation all fees, charges, and payment structures.
  • 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.
  • Staff are encouraged to resolve any dispute and/ or complaint in a prompt and professional manner and comply with the Estate Research complaints policy.
  • Where applicable, declare any personal or financial interest.
  • Avoid unnecessary duplication of effort and research.
  • 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.
  • 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.
  • 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.
  • Avoid unnecessary duplication of effort and research.
  • Where applicable, declare any personal or financial interest.
  • Staff are encouraged to resolve any dispute and/ or complaint in a prompt and professional manner and comply with the Estate Research complaints policy.

Complaints Procedure

Download flowchart

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