At Kearns Residential, we strive to provide the highest level of service to our clients.

However, we understand that there may be instances when you may not be entirely satisfied with our services. We value your feedback and take all complaints seriously. This policy outlines our procedure for handling complaints and ensures that they are resolved promptly and fairly.

1. Definitions

• “Complainant” refers to any individual or entity who lodges a complaint with Kearns Residential.
• “Complaint” refers to an expression of dissatisfaction by a complainant regarding the services provided by Kearns Residential.

2. Scope of Policy

This policy applies to all complaints received by Kearns Residential concerning our services, employees, or any aspect of our business operations.

3. Complaint Channels

Complaints can be made by the complainant via the following channels:

• In person at our office
• By phone
• By email
• Through our website’s contact form

4. Complaint Handling Procedure

4.1 Acknowledgement

Upon receipt of a complaint, we will acknowledge it within 3 working days. The acknowledgment will include:

• The date the complaint was received
• A brief summary of the complaint
• Contact details of the person responsible for handling the complaint

4.2 Investigation

The complaint will be assigned to a designated member of our team who will conduct a thorough investigation. This may involve:

• Reviewing relevant documentation
• Gathering additional information from the complainant and/or involved parties
• Consulting with staff members or any other parties involved in the complaint

4.3 Resolution

We will make every effort to resolve the complaint within 15 business days from the date of acknowledgement. If the resolution requires more time, we will inform the complainant of the delay and provide an estimated timeframe for resolution.

4.4 Communication Process

Throughout the investigation and resolution process, we will maintain open and transparent communication with the complainant. We will provide regular updates on the progress of the complaint and inform the complainant of any decisions or actions taken.

4.5 Complaint Outcome

Once the investigation is complete, we will provide the complainant with a written response that outlines our findings, decision, and any proposed remedies, if applicable. If the complaint is found to be valid, we will take appropriate measures to rectify the situation to the best of our ability.

4.6 Escalation

If the complainant is not satisfied with the outcome or the handling of their complaint, they may request for the matter to be escalated to a more senior member of our team or to an independent third party, such as an ombudsman or professional regulatory body.

5. Record-Keeping

We will maintain comprehensive records of all complaints received, including the nature of the complaint, actions taken, and outcomes. These records will be kept confidential and will be used for internal purposes, including the improvement of our services.

6. Review and Improvement

We regularly review our complaints policy and procedures to ensure their effectiveness and compliance with legal requirements. Feedback from our customers will be used to identify areas for improvement and implement necessary changes.