Complaints Policy and Procedure

 - Alps Property Solutions Ltd

At Alps Property Solutions Ltd, we are committed to providing excellent service to our customers. We understand that there may be occasions when our customers are dissatisfied and wish to raise a complaint. This Complaints Policy and Procedure outlines the steps to follow when lodging a complaint with our company, ensuring that all complaints are handled efficiently, fairly, and in a timely manner.

1. Complaint Lodgment:

   a. Customers should submit their complaint in writing via email or letter, including their name, contact information, project details (if applicable), and a clear description of the complaint.

   b. Complaints can be sent to the following address:

      - Email: alpspropertysolutionsltd@gmail.com

      - Mailing Address: Alps Property Solutions Ltd, Customer Service Department, suite 29, building 2 Saturn centre, spring road, WV46JX

2. Acknowledgement:

   a. Upon receipt of a complaint, Alps Property Solutions Ltd will send an acknowledgment within five business days, confirming that the complaint has been received.

   b. The acknowledgment will include the name and contact information of the designated person responsible for handling the complaint.

3. Investigation:

   a. The designated person will conduct a thorough review of the complaint and initiate an investigation into the matter raised.

   b. If necessary, the designated person may contact the customer to gather additional information.

4. Resolution:

   a. Once the investigation is complete, Alps Property Solutions Ltd will provide a written response to the customer within ten business days, outlining the proposed resolution or actions to be taken.

   b. If a resolution cannot be reached within ten business days, the customer will be notified of the delay and provided with an estimated timeline for resolution.

5. Escalation:

   a. If the customer is not satisfied with the proposed resolution or feels their complaint has not been adequately addressed, they may request escalation to a senior representative.

   b. The senior representative will conduct an independent review of the complaint and provide a final response within ten business days.

6. Record Keeping:

   a. Alps Property Solutions Ltd will maintain a record of all complaints and related correspondence for a minimum of two years.

7. Continuous Improvement:

   a. We value customer feedback and use it as an opportunity for continuous improvement. Customer complaints will be analyzed periodically to identify any recurring issues and implement necessary measures to prevent similar occurrences in the future.

We aim to handle all complaints promptly and fairly, ensuring that our customers' concerns are addressed to their satisfaction.