Complaints Procedure

At Le Rossignol Estates, we always aim to please. Our agency is based on excellent personal service and the principle that we always put our clients first. If however, you’re unhappy or dissatisfied and you wish to make a complaint, please follow the procedure below.
 

1. Make a complaint directly to us

Send your email or written letter of complaint to

 

Jeremy Le Rossignol,
Le Rossignol Estates,
The Nightingales,
6 La Ville du Bocage,
St Peter,
Jersey,
JE3 7AT

01534 767767

Jeremy@lerestates.com
https://www.lerestates.com/

Once a complaint is received by Le Rossignol Estates, the following procedure will be applied

• Within three [3] working days of Le Rossignol Estates becoming aware of a complaint, a letter acknowledging receipt of the complaint will be sent to the complainant.
• Within fifteen [15] working days from sending the receipt letter above, Le Rossignol Estates will perform an investigation and send a formal written outcome of the investigation.
• If the complainant is still not happy, a second request can be made.
• Within fifteen [15] working days from this second request, Le Rossignol Estates will perform an investigation and send a final viewpoint on this complaint.
• If you are not satisfied, or if more than eight [8] calendar weeks have elapsed since first making the complaint, the complainant can request an independent review from The Property Ombudsman directly without charge.
   

2. Send your complaint to The Property Ombudsman Scheme

If you are not satisfied with the outcome of the complaint made directly to Le Rossignol Estates, an independent review can be performed by The Property Ombudsman. 

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306

admin@tpos.co.uk
www.tpos.co.uk

 

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.

Should you still not be satisfied, you can submit a complaint with Propertymark

 

3. Send your complaint to Propertymark

Le Rossignol Estates are members of Propertymark NAEA.

If you consider that steps 1 and 2 above have not been dealt with to your satisfaction, then Propertymark NAEA will investigate further.

You can view their processes and protocols here: https://www.propertymark.co.uk/complaints/

Propertymark NAEA will investigate complaints against members where there is evidence the agent has breached their Conduct and Membership Rules. Examples of this are:

o   Failure to use an internal complaints procedure.

o   Misuse of client money.

o   Failure to uphold high standards of ethical and professional practice.

o   Failure to protect and promote clients’ interests.

o   Conflicts of interest.

o   Failure to answer correspondence.

o   Any act of dishonesty or conviction of a criminal offence.

 

4. Obtain Advice

If you feel the need to find out more and get some advice in relation to your complaint, you can reach out to Jersey’s Trading Standards Office. They are there to make sure that local businesses can compete on equal terms, but they’re also there to ensure the safety and economic interests of consumers.

-The Jersey Trading Standards provide free and confidential consumer advice.

You can contact Trading Standards by:

• Telephone - 01534 448160:
• Email - tradingstandards@gov.je : or
• Online - https://www.gov.je/StayingSafe/ConsumerProtection/ShoppersRights/Pages/ConsumerAdviceService.aspx

The Trading Standards officer will listen to your complaint or enquiry, ask questions and then advise you on your consumer rights and how best to resolve your complaint/dispute.