Terms of Service
Effective January 2025
Marie & Co. Property Solutions Ltd ("us", "we", or "our") operates the website (the "Service"). We are committed to delivering a service of the highest standard. We are ambitious and dedicated, constantly reassessing and improving our customers' experience. Should you have any feedback on how we can improve, we would love to hear from you!
Similarly, if something goes wrong during your experience with us, we would appreciate hearing about it. Your opinion matters, and we aim to give you a voice that can help shape the future of our company, as well as provide us with an opportunity to improve, whether through big or small suggestions.
Feedback
If you would like to provide feedback, please email us.
Complaints
If you have a complaint, please email our Customer Care team, providing as much detail as possible. Let us know what the problem is and how you would like us to resolve it.
The Customer Care team will acknowledge your email (usually within three working days, though this may take longer during busy periods).
They will then investigate your complaint. Depending on the nature of your submission, they may request further information. This investigation should take no longer than 14 days from the date all relevant information is received, after which they will respond with a resolution.
Escalation to the Executive Committee
If you are not satisfied with the response from the Customer Care team, or if you do not receive a response, you can request that the Executive Committee become involved.
You must contact them within 28 days of receiving the Customer Care team’s final decision. Please email us, addressing your email to the Executive Committee.
The Executive Committee will review your complaint.
Once the Executive Committee confirms that your complaint is something they can address (e.g., you’ve already contacted Customer Care or it pertains to our company), they will begin their investigation.
During their investigation, the Executive Committee will:
Carefully review the facts of your complaint and may request further information from you.
Seek accounts from the Customer Care team and any relevant staff members.
Contact you for more information if necessary.
Weigh the facts impartially to reach a fair decision.
Once the Executive Committee has all the necessary information, they will inform you of their decision. If they determine there has been a misunderstanding, they will explain why. However, if they conclude that you have been treated unfairly, they will ensure that appropriate action is taken to put things right. The Executive Committee is able to resolve most complaints at this stage.
If you do not accept their decision, the complaint cannot be taken further within the company, as this is the highest level of the complaints procedure. The Executive Committee’s decision is final. However, most complaints are resolved to the satisfaction of all parties at this stage.