Our Charter, called Trust through Transparency,
sets out a clear customer care policy. Your home is probably
the biggest asset you own and we understand how important
this transaction will be. Test us and judge us by what we
say here, and challenge us if we fall short.
We undertake to keep you fully informed at all stages
of the process. Everything we tell you will be followed
up in writing, so you know exactly where you are. Most importantly
we will share with you all information we receive about
your property. You will be provided with a copy of the valuation
report once received and you can even have sight of the
original valuation instructions, so you can see how the
valuer has been instructed if you want to. The valuer will
be briefed to arrive at a true open market value, a value
which is fair to you and fair to us. Through transparency
you can be sure there are no hidden agendas, secret deals
or undue influences in arriving at valuation figures. The
same openness applies to the legal process. If searches
reveal any problems we will immediately let you know through
your solicitor and will always work with you to iron out
any legal hitches.
We undertake to move as quickly as you require. We guarantee
to provide guideline offers within one working day of enquiry.
We will appoint valuers on the first working day of your
enquiry and will brief them to report within five working
days. This will enable us to provide a confirmed offer to
you within seven working days.
When buying your property we will proceed to exchange of
contract as quickly as possible. We will then leave the
completion date (the date you move out and receive funds)
entirely to you.
We recognise that our property selling solution is not
for everyone and it may be that, once you have our offer
to hand, you find the offer is less than you can accept.
Once you have told us this we will not pester you or try
to change your mind. We want only to buy from people for
whom this is the best solution. We will also, under data
protection legislation, retain your information entirely
within our own organisation. No third parties will ever
contact you as a result of your enquiry to us.
We will treat all information you provide with total
confidentiality. Details of your property, its’ value
and condition, your own personal circumstances and any other
information you care to share with us will all be retained
within our organisation and will not, without specific request
from you, be made available to anyone else or any other
We promise to be diligent in the preparation of our
offer to you. We will carefully consider all aspects of
your property, it’s location, condition, marketability
and value, and make the best offer we possibly can. In particular
we will select a valuer who is a member of the Royal Institution
of Chartered Surveyors and will instruct him to carry out
a true open market valuation, a valuation which is fair
both to us and to you. To do this he will need to have full
access to the property and will carry out both an internal
and external inspection.