At The Kingswell Group, we are committed to providing exceptional service and maintaining the highest standards of professionalism. We understand that issues may arise, and we take every complaint seriously. This procedure outlines how clients can raise concerns and how we will address them promptly and fairly.

HOW TO SUBMIT A COMPLAINT

Clients may lodge a complaint using any of the following channels:

Please include the following in your submission:

• Your full name and contact information
• Details of the complaint, including relevant dates, names, and supporting documents
• Your preferred method of contact for follow-up

RESPONSE TIMELINE

Once we receive your complaint, you can expect the following:

If any delays are anticipated, we will notify you and provide a revised timeline.

HOW WE HANDLE COMPLAINTS

• All complaints are handled confidentially and impartially
• Each case is reviewed by a senior team member not involved in the matter
• Our goal is to resolve issues fairly, transparently, and without unnecessary delay
• Where appropriate, we may offer remedies such as refunds, clarifications, or service adjustments

ESCALATION PROCESS

If you are dissatisfied with the outcome of your complaint, you may request a further review. The matter will be escalated to a Director or senior executive within The Kingswell Group, who will provide a final decision.

REGULATORY COMPLIANCE

We comply with applicable consumer protection and real estate industry regulations. Should a complaint involve legal or regulatory matters, we may refer it to the appropriate authorities or professional bodies.

OUR COMMITMENT

We value all feedback both positive and constructive. Complaints provide an opportunity to improve and reinforce our dedication to integrity, transparency, and client satisfaction.

CONTACT US

To submit a complaint or for any related enquiries, please contact us: