Ray White Windsor, Richmond, Pitt Town & Wisemans Ferry endeavours to provide our clients and the communities in which we serve with outstanding service. If for any reason you feel we have not lived up to your expectations and you need to raise a complaint, then the following should assist you.
Our agency 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 or representative who is handling your business. If you are not satisfied with the outcome, you can escalate your concerns to us by contacting our Director, Peter Chidgey on 0414 921 912 or email peter.chidgey@raywhite.com.
Please provide details of your complaint, including:
• the name of the staff member who you have been dealing with;
• the property address the matter relates to; and
• the outcome you would like, where applicable. If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please contact us.
Your complaint will be reviewed by the relevant department manager who is responsible for working with you and the relevant member of our team, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process. We will treat the process, and all the details of your complaint, in the strictest 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. If required, the matter will also be brought to the attention of the relevant Licensee in Charge who will assist with determining a suitable resolution.
It is our intention to resolve the matter as quickly as possible. The timeframe for resolution can vary however, depending on the nature and complexity of the issues you have raised. We will send you acknowledgement of receipt of the complaint within two (2) business days. We will provide you with an estimate of the likely timeline and try to finalise the matter within five (5) business days and will keep you updated through the process.
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 the situation; and
• Take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter further. If you are still unhappy with the way your matter has been dealt with, you can raise
your concerns with the Head of Client Relations from the Ray White Corporate office: Angus Mead, 0488 074 228, amead@raywhite.com.