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Lesley Bourke Real Estate Pty. Ltd its directors, partners, employees and related entities responsible for maintaining this website believe that the information contained on this website is correct. However, no representation or warranties of any nature whatsoever are given, intended or implied, and you should rely on your own enquiries as to the accuracy of any information or material displayed on this website. This includes all information but not limited to general property descriptions, price, floor area and address. This is information is provided to Lesley Bourke Real Estate Pty. Ltd as a benefit to you by third parties.
Please note that information provided on this website is general information only, is subject to change without notice and should not be relied upon as a substitute for legal, financial, real estate or other expert advice. Lesley Bourke Real Estate Pty. Ltd disclaims all liability and responsibility, including for negligence, injury or for any direct or indirect loss or damage suffered by any person arising out of use of this website or any information or material available from it.
Prices displayed on Lesley Bourke Real Estate Pty.Ltd. website are current at time of issue, but may change at any time subject to availability.
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For intended use of any copyright material beyond private or research uses, no part of this website may be used, produced or copied by any means or in any form without the prior permission of Lesley Bourke Real Estate Pty. Ltd.
HOW TO MAKE A COMPLAINT
Lesley Bourke Real Estate Pty. Ltd. aims to make it easy for you to bring any problems or complaints to our attention.
You should first raise your issue with the agent, representative or property manager who is handling your business.
If you are not satisfied with the outcome, you can make a complaint to us by:
- Phone: 0437 391 424 and ask to speak to Lesley Bourke
- email: email@example.com
- post: Po Box 847 Belmont VIC 3216
If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please feel free to contact us.
How we will handle your complaint
We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the agency, we will obtain your consent first.
We will always try to give you a fair opportunity to explain your case. You should make your initial complaint as clear as possible. Please provide as much detail as possible about your complaint, including the outcome you would like in order to resolve the matter.
We may want to meet you in person to discuss your concerns and try to find a satisfactory solution.
How long will it take?
We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issues you have raised.
We will send you acknowledgment of receipt of the complaint within five business days. We will give you an estimate of how long it may take us to deal with the matter and we will try to finalise the matter within 14 business days.
What action will we take in response to your complaint?
If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do include:
- take steps to rectify the problem or issue you have raised
- provide you with additional information or advice so you can understand what happened or how we have dealt with it
- take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.
What if you’re still unhappy?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria.
EARS can deal with enquiries and complaints about real estate agents and offers information, advice and dispute resolution services on real estate issues.
You can telephone EARS on 1300 73 70 30 weekdays to discuss your complaint.