Terms of Service

Effective October 2024

Marie & Co. Property Solutions Ltd ("us", "we", or "our") operates the website (the "Service"). We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers’ experience. Should you have any feedback for us on how to improve, we would love to hear from you!

Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to improve things, however big or small your suggestions might be.

If you would like to give us your feedback:

If you have a complaint:

  • Please email our Customer Care team at enquires@mariecoproperty.com providing as much detail as you can. Let them know what the problem is and how you’d like them to put things right.

  • They will acknowledge your email (this is usually within three working days of receipt although during busy times may be longer).

  • They will then investigate your complaint. This may mean that they will ask you to provide more information, depending on your type of submission. This should take no longer than 14 days from the date they receive all relevant information, after which they will respond to you with a resolution.

If you’re still not happy, you can take your complaint to the Executive Committee:

  • If you’re not happy with the response you receive from the Customer Care team – or they don’t get back to you – you can ask for the Executive Committee to get involved.

  • You need to get in touch with them within 28 days of receiving the Customer Care Team’s final decision. Please email enquires@mariecoproperty.com addressing the email to the Executive Committee.

  • Marie & Co. Property Solutions Ltd’s Executive Committee will review your complaint.

  • Once the Executive Committee has checked that your complaint is something they can help with (e.g. you’ve already contacted Customer Care or it’s definitely a matter related to our company), they’ll start to investigate your complaint.

  • When they investigate your complaint they will:

  • carefully consider the facts of your complaint and ask you for any further information they require;

  • ask the Customer Care team and any relevant staff member for their factual account of events;

  • return to you for further information if necessary;

  • weigh up the facts fairly and impartially in order to reach a fair decision;

  • Once the Executive Committee has received all the information they need, they will let you know what they think. If they think there’s just been a misunderstanding, they will explain why. But if they decide you’ve been treated unfairly, they’ll make sure that we put things right. The Executive Committee can resolve most complaints this way.

  • If you reject their decision, your complaint cannot be taken any further within the company, as this is the highest level of the complaints procedure. The Executive Committee’s decision is therefore final. However, most complaints are resolved to the satisfaction of all parties at this stage.