Complaints and client care procedures

At The Ameena Group Limited (“Ameena”), meeting your requirements and being transparent is our ethos. Please view the document linked below for our Complaints and Client Care Procedures.

Download pdf
Download pdf

How to get in touch with us if you have a complaint or issue

You can contact us in the following ways:

We may need to speak to you on the telephone, so when you contact us with your complaint or issue please let us know on which days and/or times it is convenient to telephone you.

What information we need you to provide to help you with your complaint or issue

  • The type of service(s) we've provided you with

  • The related date(s) of when these services were provided

  • Specific detail(s) of the issue(s) or complaint(s) you are having

How we will deal with your complaint or issue

1

Acknowledgment

After we hear from you, we will confirm receipt of your communication within 3 working days of receiving it.

2

Internal investigation

We will then carry out an internal investigation. This will normally take a few working days. During this period we may need to contact you to get further details about your complaint or issue. In some cases we may need to visit the place where the services were performed in order to investigate your complaint or issue.While we investigate, we will contact you by telephone or email. If you are unable to reply within a few days, we may not be able to sort out the complaint or issue.

3

Our reponse

We normally expect to provide a substantive response to a complaint or issue within 10 working days. We may respond in the following way:

3.1

We may entirely agree with your complaint or issue, and:

3.1.1

either provide the service again; or

3.1.2

if the deficiency in our services has been minor, we may suggest that we will reduce the agreed fee (or offer a refund where you have made payment); or

3.1.3

offer a full refund so that you can obtain some or all of the services from another provider; or

3.1.4

where the complaint relates to damage caused to your property through our negligence in performing the services, we may offer compensation to rectify the damage.

3.2

We may not agree with your complaint (whether in whole or in part), and we will normally provide a written explanation of why we do not agree with your complaint or issue.

3.3

If we agree with some of your complaint, we may offer one of the suggested solutions in 3.1 above.

4

Your options

If you are unhappy with any of our responses, we may then suggest that the dispute between us should be referred to an organisation which can arbitrate or mediate the dispute. This is not compulsory but can prove useful. We are a member of The Property Redress Scheme which offers an arbitration scheme. Further details about this scheme can be found at www.theprs.co.uk. If you do not wish to accept our decision or you do not wish to use an arbitration or mediation scheme we suggest, you are free to use other remedies available to you under English law, such as using the courts.

Sometimes it will not be possible to resolve a dispute to a customer’s satisfaction. If this is the case we will let you know that we have dealt with your complaint or issue as far as we can. We hope that this will not happen but in such a circumstance you will still be able to follow the available remedies under English law, if you so wish. You may also wish to consult such organisations as your local Citizens Advice Bureau or Citizens Advice consumer service.