COMMENDATIONS & COMPLAINTS
Conveyancing is a labour intensive, high pressure career with the reward of a client’s happy settlement at the end of each transaction.
There is nothing nicer than a client going out of their way to say thank you or passing on positive feedback to the Jim’s Group.
If you have had an outstanding experience with one of our brilliant conveyancers or solictors please contact the Jim’s Group by phone on 1300 248 217 or email us at email@example.com.
The Complaint Handling Process
It is the number one priority of the Jim’s Group and Jim’s Conveyancing that you have an excellent service experience with us. Because of this we take complaints very seriously. If you are unhappy with the customer service you receive from our office or are in any other way unsatisfied with us we ask that you follow the below procedure to ensure your complaint is handled effectively and to the best of our ability:
1. Please contact the franchisee of the Jim’s Property Conveyancing office you have appointed.
The franchisee will do everything they can to ensure your problem is rectified or improve your customer service experience.
2. If you are not satisfied with the result of your communications with the franchisee please contact the Franchisor by email to firstname.lastname@example.org who will investigate and attempt to resolve any issues between you and the franchisee. The Franchisor has the authority to do so and to take such action as they deem necessary to resolve any issues, if need be.
3. Where they are unable to obtain a resolution that you are happy with they will refer the matter to the Divisional Franchisor (i.e. the Master Franchisor for the whole of Jim’s Conveyancing) and even to Jim Penman himself.
4. Should you be unsatisfied with the result of all levels of our complaints handling process the Jim’s Group offers a mediation process. Jim’s Group will appoint a mediator (a professional within the legal or conveyancing industry) at the expense of the Jim’s Group who will investigate the matter and make a final decision which our franchisee will be bound to abide by. However, if the mediator decides that the franchisee was correct or has done nothing wrong the cost of the mediator shall be borne by the client.
5. Should a claim arise that the franchisee and/ or the franchisor deems to be excessive, the franchisee may inform their professional indemnity insurer who will take over the matter while legal action is undertaken by the client.