Complaints Procedure
Fitzpatricks strive to provide the most professional Real Estate experience to all our valued clients and stakeholders. From time to time, we may not live up to your expectations and we want to know about it.
We take all feedback seriously and all complaints will be treated with respect.
How to make a complaint?
Fitzpatricks want to ensure an easy approach for you to raise any problems or complaints that may arise.
We recommend that you first raise your issue with the agent, property manager or other representative of Fitzpatricks who is handling your business.
If you are not satisfied with the outcome from the initial discussions, we require you to put your complaint in writing to:
General Manager – Grant Goldsworthy (grant@fitzpatricks.com.au) or
Operations Manager – Natalie Websdale (natalie@fitzpatricks.com.au) or
Licensee in Charge (Residential) – Brendan Madigan (brendan@fitzpatricks.com.au) or
Licensee in Charge (Commercial) – Geoff Seymour (geoff@fitzpatricks.com.au)
Please provide details clearly setting out the issues of your complaint, including the outcome you would like, where applicable, in writing, initially to the General Manager or Operations Manager.
How will we handle your complaint?
We will treat the process, and all the details of your complaint, in strict confidence. We will always try to give you a fair opportunity to explain your concerns. You should make your initial complaint as clear as possible. Sometimes it may be beneficial to arrange a meeting with you to try to find a satisfactory solution.
Depending on the type of compliant will determine who will investigate and respond to the compliant.
- General, non-financial issues will be reported to and handled by the General Manager/Operations Manager.
- Financial complaints will be reported to and handled by the Licensee in Charge. Should the need arise, any serious inappropriate financial behaviour will be reported to NSW Fair Trading.
How long will it take?
We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
We aim to have a response to you within 5 business days. We will notify you if a response will be later than this.
What action will we take in response to your complaint?
We will investigate your compliant and determine the facts to be able to formulate a response to you.
Our response to you may include:
- Investigation of your points with the relevant people involved to determine the background facts
- Verification of your claims with the relevant people involved
- Take steps to rectify the problem or issue you have raised
- Provide you with additional information or advice so you can understand what happened or how an issue has been dealt with
- Take steps to change our policies or procedures to ensure we are continuously improving
All complaints and the resolution will be entered into the Fitzpatricks Complaint Register.
It may not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter further. In NSW the relevant authorities are:
NSW Fair Trading - www.fairtrading.nsw.gov.au
Tenants Advisory Service - https://www.tenants.org.au/