Complaints Procedure

Our Complaints Procedure

We are dedicated to providing top-quality services and continuously strive to enhance customer experiences. We welcome any suggestions for improvement. If your experience with us falls short, we want to know. Your feedback is valuable and can help shape our company’s future, no matter the size of your suggestion.

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To share your feedback:

Please email us at team@nextsteppropertysourcing.com. We will acknowledge your message and forward it to the appropriate Team Leader and Business Manager.

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If You Have a Complaint

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Contact our Customer Care Team:

Email them at team@nextsteppropertysourcing.com with detailed information about the issue and your preferred resolution. They will acknowledge your email, typically within three days, though it may take longer during busy periods.

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They will investigate your complaint, possibly requesting more information. This process should take no longer than 14 days after receiving all necessary details, after which they will provide a resolution.

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If You’re Not Satisfied

If you're unhappy with the Customer Care Team's response or lack thereof, you can escalate the issue to the Executive Committee.

Submit the Executive Committee Complaint Form to exec@nextsteppropertysourcing.com within 28 days of receiving the final decision from the Customer Care Team.

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The Executive Committee's Review

Once the Executive Committee confirms that your complaint is eligible (e.g., you’ve already contacted Customer Care or it pertains to our company), they will begin their investigation.

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They will:

• Thoroughly review the facts and may request further information from you.

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• Gather accounts from the Customer Care team and relevant staff.

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• Impartially evaluate the facts to reach a fair decision.

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Their Decision

Once all information is reviewed, they will inform you of their decision. If it’s a misunderstanding, they will clarify; if you've been treated unfairly, they’ll rectify the situation. Most complaints are resolved at this stage.

If you disagree with their decision, it cannot be escalated further within the company, as this is the final level of our complaints procedure. However, most issues are satisfactorily resolved at this point.

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