Complaint handling : How to make a complaint
Aston Rose Estate aims to make it easy for you to bring any problems or complaints to our attention.
We recommend that you first raise your issue with the agent, representative or property manager who is handling your business.
Because If you are not satisfied with the outcome, you can escalate your concerns to us by:
Telephone: 1300 332 625
Email: [email protected]
Post: PO Box 157 Lynbrook VIC 3975
Hence Please provide details of your complaint, including the outcome you would like, where applicable.
so If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please contact us.
because We will treat the process, and all the details of your complaint, in strict confidence.
If we need to discuss any issues arising from your complaint with someone outside of our business, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your concerns.
You should make your initial complaint as clear as possible. Sometimes it may be beneficial to arrange a meeting with you to try to find a satisfactory solution.
What action will we take in response to your complaint?
Thus We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
There will be an element of assessment needed to determine the appropriate action.
Some of the things we might do include:
- Take steps to rectify the problem or issue you have raised
- Provide you with additional information or advice so you can understand what happened or how we have dealt with it
- Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things
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