Complaints Policy
At Kavancy we are committed to providing the highest standards of service to our clients and customers.
On the rare occasion issues arise we want you to tell us about it so that we can resolve the matter and improve our service to you.
This policy explains how you can make a complaint:
If you have a complaint, please put it in writing giving as much detail as possible so that it can be properly investigated.
You can contact us by:
Email: hello@kavancyltd.co.uk
Please include
- Your name and contact details.
- Property address.
- Clear description of complaint.
- Date/time of incident.
- Supporting evidence, photos and email if available.
Complaints Process
Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
Investigation
We will review all relevant information including records, agreements, and correspondence.
Were necessary we may contact contractors, staff, or anyone else who we think could assist.
Response
We will aim to provide a full response within 15 working days, If more time is required we will notify you and explain why.
Our response will include:
- A summary of your complaint.
- Our findings.
- Any action to be taken.
- Our final decision and reasoning.
Conclusion
We will contact you in writing with an outcome of our investigations.
Record Keeping
We keep a written record of all complaints and outcomes for monitoring and service improvement purposes. These records are retained in line with data protection requirements.
Continuous Improvement
We use complaints to identify trends and improve our services, procedures, and communication.
Let's Talk
Thirty-five years in property has taught us that the best partnerships start with honest conversations. If you’re looking for quality properties, proven capability, and a partner who delivers, let’s discuss what’s possible.
