ILYJA HOMES LIMITED
1. Introduction
ILYJA HOMES LIMITED is committed to providing a professional, transparent,and high-quality service to all clients. We recognise that from time to timeconcerns or complaints may arise. This policy sets out our procedure for handlingcomplaints fairly, promptly, and in line with the requirements of The PropertyRedress Scheme Code of Conduct.
2. Objective
The objective of this policy is to ensure that all complaints are: – Acknowledgedpromptly – Investigated fairly and thoroughly – Resolved within a reasonabletimeframe – Used as an opportunity to improve our services
3. Definitions
 Complainant: Any individual or organisation that expressesdissatisfaction with the services provided by ILYJA HOMES LIMITED.
 Complaint: Any expression of dissatisfaction, whether written or verbal,relating to the services provided by the business.
4. Scope of Policy
This policy applies to all services provided by ILYJA HOMES LIMITED in relationto property deal packaging and associated advisory services.
5. Complaints Procedure
5.1 Informal Resolution
Where possible, complainants are encouraged to raise concerns informally in thefirst instance. Many issues can be resolved quickly through informal discussionwithout the need for a formal complaint.
5.2 Formal Complaint
If the matter cannot be resolved informally, a formal complaint may be submitted.
5.2.1 How to Make a Complaint
Formal complaints must be submitted in writing and should include full details ofthe issue and any supporting evidence.
Complaints can be submitted by: – Email: complaints@ilyjahomes.co.uk
– Post: ILYJA HOMES LIMITED (Correspondence Address)
5.2.2 Acknowledgement
All formal complaints will be acknowledged in writing within five (5) businessdays of receipt. The acknowledgement will confirm who is responsible forhandling the complaint and outline the expected timescale for resolution.
5.2.3 Investigation
Each complaint will be investigated thoroughly and fairly. This may includereviewing documentation, correspondence, and discussing the matter withrelevant parties.
5.2.4 Resolution
ILYJA HOMES LIMITED aims to provide a full written response within fifteen (15)business days of acknowledging the complaint. If additional time is required, thecomplainant will be informed of the reason for the delay and provided with anupdated timeframe.
5.2.5 Escalation to Property Redress Scheme
If the complainant remains dissatisfied after receiving the final response, theyhave the right to escalate the complaint to:
The Property Redress Schemewww.theprs.co.uk
Details of how to escalate the complaint will be provided upon request.
6. Responsibility
All complaints are handled by the Director of ILYJA HOMES LIMITED, who isresponsible for ensuring compliance with this policy.
7. Records
A record of all complaints and related correspondence will be maintainedsecurely for a minimum of six (6) years, in accordance with regulatory and legalrequirements.
8. Confidentiality
All complaints will be handled confidentially. Information will only be sharedwhere necessary to investigate and resolve the complaint or where required bylaw.
9. Continuous Improvement
Complaints are reviewed periodically to identify trends or recurring issues. Whereappropriate, corrective actions will be taken to improve services and preventfuture occurrences.
10. Review of Policy
This policy is reviewed annually and updated as required to ensure ongoingcompliance with regulatory standards and best practice.