COMPLAINTS HANDLING AND DISPUTE RESOLUTION POLICY.
Ray White Mornington are committed to excellence and we strive to exceed our clients and customers service expectations at all times
However, if for any reason you feel we have not lived up to our commitments and you need to raise a complaint, then the following should assist you.
How do I make a complaint?
Please provide as much details as possible about the nature of your complaint, including the outcome you would like in order to resolve the matter. All complaints must be received in writing.
How will Ray White Mornington will handle my complaint?
We will treat the process, and all the details of your complaint, in strict confidence.
How long will it take for a resolution?
We will endeavor to resolve your complaint as quickly as possible. The length of time will depend on the nature and complexity of the issues you have raised.
You will receive acknowledgement of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take us to deal with the matter and we will endeavour to finalise the matter within 5 business days.
What action will you take in response to my complaint?
If we determine that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and the desired outcome.
What if I am still not satisfied with the outcome?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to contact your legal representative or Consumer Affairs Victoria for further information on 1300 73 70 30.
If you need to register a complaint with our company in relation to a rental matter please email firstname.lastname@example.org
For all other matters please email email@example.com