Complaints Procedure
At Sagoos, we value our clients and are committed to delivering exceptional service. However, we understand that sometimes things may not go as expected. If you feel dissatisfied with any aspect of our service, please follow the steps below to ensure your concerns are resolved efficiently and fairly.
Step 1: Informal Resolution
In the first instance, please speak to the member of staff you have been dealing with to explain your concern. Most issues can be resolved quickly and informally this way.
Step 2: Formal Complaint
If you are not satisfied with the initial resolution or would like to escalate your concern further, you may lodge a formal complaint in writing.
How to Submit a Formal Complaint:
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Email your complaint to: Cambridge branch | Trumpington branch
What to Include:
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Your full name and contact details
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A clear description of the issue
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Any supporting evidence (e.g., emails, photos, or contracts)
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How you would like us to resolve the issue
What to Expect:
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Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
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Investigation: A senior member of our team will investigate your complaint thoroughly and impartially.
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Response: We aim to provide a full written response within 15 working days. If we need more time, we will inform you of the reasons for the delay and provide an updated timeline.
Step 3: Independent Redress Scheme
If you remain dissatisfied after receiving our formal response, you may refer your complaint to our independent redress scheme. Sagoos is a member of the Property Redress Scheme, which provides an impartial and independent resolution service. Full details can be found here- https://www.portal.propertyredress.co.uk/Complain
Step 4: Learn and Improve
At Sagoos, we treat all complaints as an opportunity to improve our services. We will review your feedback and adjust our processes to prevent similar issues in the future.
Why Choose Sagoos?
We believe in openness, professionalism, and trust. Our complaints procedure ensures that your concerns are heard and addressed fairly, demonstrating our commitment to providing a service you can rely on.
