Code of practice

From the 6th July 2012 all estate agents legally operating in Ireland are regulated and licensed by the Property Services Regulatory Authority, also known as the PSRA. The PSRA published a Code of Practice which licenced agents must abide to. This Code sets out the minimum ethical standards and procedures that clients should expect from licenced agents. A copy of this Code of Practice can be found   here…  code_of_practice1

 

CUSTOMER COMPLAINTS PROCEDURE

 

If we are giving great service, then we want you to tell everyone, if we aren’t, then tell us! The purpose of the complaints procedure is to deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a very positive one, through our care and attention.

 

DEALING WITH THE COMPLAINT

We aim to provide a high standard of service to you, our customers, at all times. However, sometimes things can go wrong and if that happens we are committed to resolving matters promptly and fairly. For ease we have detailed our complaints processes below.

 

If you have a complaint against Lorraine Spillane Auctioneers

 

Step 1: Please write (by letter or email) to Lorraine Spillane Auctioneers with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

 

Step 2: Lorraine Spillane Auctioneers is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

 

Step 3: Lorraine Spillane will review your complaint and provide you with a formal written outcome of his/her investigation within 15 working days of receiving the complaint.

 

Step 4: Should you not be satisfied with the response you may write to us at the address below and we will carry out a separate and detached review of your complaint resulting in a final view (“Final View”) which will be sent to you within 15 working days of the matter being escalated to us. (all complaints must be in writing)

 

Step 5: Should you still be dissatisfied after receiving our Final View, then you may refer the complaint to the Property Services Regulatory Authority whose details are below. Please note that you must refer your complaint to the Authority within 12 months of receiving our Final View for the Authority to consider it. Property Services Regulatory Authority, Abbey Road, Navan, Co Meath.