Kora Real Estates Complaints Handling Procedure

At Kora Real Estates, we aim to provide a high standard of service to all our clients. However, we recognise that there may be occasions when you are not satisfied with our service. This Complaints Policy outlines our process for handling complaints and aims to resolve them quickly and effectively.

  1. How to Make a Complaint

    Step 1: Informal Resolution
    In the first instance, raise your concern directly with the member of staff you have been dealing with. Often, issues can be resolved quickly through informal discussions.
    Step 2: Formal Complaint
    If the matter is not resolved informally, you can make a formal complaint in writing. Address your complaint to the Manager or the appropriate department head. Provide as much detail as possible, including your contact information and any relevant documentation.

  2. Acknowledgement of Your Complaint

    Upon receiving your formal complaint, we will acknowledge receipt within 3 working days. We will provide you with the contact details of the person handling your complaint.

  3. Investigation

    Your complaint will be thoroughly investigated by the Manager or a senior member of our team. We aim to resolve all complaints within 15 working days. If more time is needed, we will inform you of the reason for the delay and provide a new timeframe for resolution.

  4. Response

    We will provide you with a written response detailing our findings and any actions taken to resolve your complaint. If you are satisfied with our response, we will consider the matter closed.

  5. Escalation

    If you are not satisfied with our response, you can escalate your complaint to our Head Office. The details for escalation will be provided in our response letter. We will re-investigate your complaint and respond within 15 working days.

  6. Continuous Improvement

    All complaints are recorded and analysed to help us improve our services. We value your feedback and use it to enhance our policies, procedures, and staff training.

  7. Contact Us

    For any questions regarding our complaints policy or to make a complaint, please click here to go to our contact page.
    Thank you for your cooperation and for giving us the opportunity to address your concerns. We are committed to resolving issues promptly and fairly to maintain your trust and confidence in our services.