Complaints Policy
Introduction
Deity Franchise Ltd. (“we,” “us,” or “our”) is committed to providing our customers with excellent service. However, we recognize that there may be times when you are not satisfied with our services. This complaints policy outlines the process for raising and resolving complaints.
How to make a complaint
You can make a complaint in the following ways:
Email: info@deityfranchise.com
Post: Building 136174, PO Box 7169, Poole, BH15 9EL
Information required
When making a complaint, please provide the following information:
Your name and contact information (email address and/or phone number).
A clear description of your complaint, including relevant dates and details.
Any supporting documents (e.g., emails, contracts) related to your complaint.
Complaint handling process
We will acknowledge receipt of your complaint within 5 business days. We will then investigate your complaint thoroughly and aim to provide a response within 15 business days.
Our response will outline:
The findings of our investigation.
The proposed resolution to your complaint.
If applicable, our justification for the proposed resolution.
Escalation process
If you are not satisfied with our initial response, you can escalate your complaint by replying to the response email.
The Property Investors Mediation Service (PIMS)
For complaints we are unable to resolve to your satisfaction, we are proud to be accredited members of The Property Investors Mediation Service (PIMS). PIMS offers a free and independent mediation service to help resolve disputes between property investors and property professionals.
You can access the PIMS website by clicking on the link thepims.co.uk or by clicking on the PIMS logo on our homepage.
Timeframes
We will endeavor to resolve complaints within the timeframes outlined above. However, complex complaints may require additional time, and we will keep you informed of any delays.
Confidentiality
We will treat all complaints confidentially and in accordance with our Privacy Policy.
Feedback
We welcome your feedback on our complaints handling process. Please email your feedback to info@deityfranchise.com.
This policy does not affect your statutory rights
This policy is intended to be transparent about our complaints handling process. It does not affect your statutory rights as a consumer.