Blackbear Sales & letting LTD
This procedure outlines how Blackbear will handle customer complaints to ensure fair, prompt, and effective resolution.
This procedure applies to all customer complaints received by Blackbear, regardless of the method of communication in person, phone, email, or written.
How to Make a Complaint
In Person: You can speak to a member of staff at our Haverfordwest location, 2b Quay Street, Haverfordwest, SA61 1BG.
By Phone: Call us at 01437 887 555.
By Email: Send an email to hello@blackbearproperty.co.uk.
In Writing: Mail your complaint to 2b Quay Street, Haverfordwest, SA611BG.
Complaint Handling Process
Acknowledgement: We will acknowledge receipt of your complaint within 7 business days.
Investigation: We will thoroughly investigate your complaint and gather all relevant information.
Resolution: We will aim to resolve your complaint within 14 business days. We will keep you informed of the progress of our investigation.
Final Response: We will provide a final response to your complaint, outlining the outcome and any actions taken.
Escalation: If you are dissatisfied
Key Principles
Fairness: We will treat all complaints fairly and impartially.
Promptness: We will aim to resolve complaints as quickly as possible.
Effectiveness: We will take all necessary steps to ensure complaints are resolved effectively.
Confidentiality: We will handle your complaint with confidentiality.
Learning: We will use complaints to identify areas for improvement.
Contact Information
Complaints Manager: Jamie Barnett
Phone: 01438 887 555
Email: jamie@blackbearproperty.co.uk
Address: 2b Quay Street, haverfordwest, SA61 1BG
Additional Information
Please provide as much detail as possible in your complaint, including:
- Your name and contact information
- The date and time of the incident
- A clear description of the issue
- Any supporting documentation
We welcome feedback and suggestions for improving our services.