Internal Complaints Policy
At Fine & Country, Durbanville we are committed to providing a professional service to all our clients and customers. To help us improve our standards we need your assistance by lodging a complaint if you feel that you were treated unfairly.
If you have a complaint, please put it in writing and include as much detail as possible. We will then respond in line with the time-frames set out below. Your complaint should be sent to our managing director, Andre du Plessis (andre.dp@fineandcountry.com)
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you may contact us again and we will arrange for a separate review to take place by an independent third party.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Practitioners Regulatory Authority to lodge a formal complaint: 63 Wierda Road East, Wierda Valley, Sandton, Johannesburg, 2196, https://theppra.org.za/complai...