Complaint Procedure

At Junaid Maroof Ltd, we are committed to providing a high level of service to all our clients. However, we acknowledge that occasionally, things may go wrong. When this happens, we want to know about it so we can put it right and learn from our mistakes. This document outlines the steps to follow should you have a complaint.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please follow these steps:

1.1 Stage 1: Informal Complaint

• Step 1: Contact the branch or person you’ve been dealing with directly, either by phone, email, or in person.
• Step 2: Explain the issue and allow the staff member the opportunity to resolve the matter.
• Step 3: If your complaint is resolved at this stage, no further action is required.

2.2 Stage 2: Formal Complaint

If you are not satisfied with the response at Stage 1 or prefer to make a formal complaint, please follow the procedure below:

• Step 1: Submit your complaint in writing. Address it to the Branch Manager at Junaid Maroof Ltd. You can submit your complaint via:
  • Email: sw@junaidmaroof.com
  • Post: Unit 14 Clements Court, Clements Lane, Ilford, IG1 2QY

In your written complaint, please include:

• • Your full name
  • Contact details (phone and email)
  • The details of your complaint (be as specific as possible)
  • Any relevant documentation or evidence
• Step 2: Acknowledgement of your complaint will be sent within 3 working days of receiving it.
• Step 3: We will investigate the complaint fully and aim to provide a written response within 15 working days. If further time is required for complex cases, you will be informed and given a revised deadline.

3. Stage 3: Escalation to Senior Management

If you remain dissatisfied after receiving our Stage 2 response, you may escalate the matter:

• Step 1: Write to the Director of Junaid Maroof Ltd, explaining why you are unsatisfied with the previous response. This can be done via:
  • Email: JM@Junaidmaroof.com
  • Post: Unit 14 Clements Court, Clements Lane, Ilford, IG1 2QY
• Step 2: Your complaint will be reviewed by senior management, and a final written response will be provided within 10 working days.

4. Stage 4: Independent Redress Scheme

If you have exhausted all stages of our internal complaints procedure and remain unhappy with the outcome, you may refer your complaint to an independent body.

Junaid Maroof Ltd is a member of the following redress schemes (choose as applicable):

• The Property Ombudsman (TPO): https://selfserve.tpos.co.uk

The relevant scheme will review your complaint and decide whether any further action is necessary. You must refer your complaint within 12 months of receiving our final response.

5. Time Limits

All complaints should be made as soon as possible after the event giving rise to the complaint. You should raise your complaint within 6 months of the issue occurring.

6. Confidentiality and Data Protection

All complaints will be handled in accordance with applicable data protection laws. We will ensure that your personal data is protected and used only for the purposes of resolving your complaint.

7. Record-Keeping and Monitoring

We maintain records of all complaints, the outcomes, and any actions taken to resolve issues. These records are kept for a minimum of 6 years and are used to improve our service standards.

8. Contact Details

For further information on how to make a complaint or to request assistance in this process, please contact:

Customer Service Team
Junaid Maroof Ltd
Phone: 020 8050 9856

Email: jm@junaidmaroof.com
Office Address: Unit 14 Clements Court, Clements Lane, Ilford, IG1 2QY