Dispute Resolution process
Biggin & Scott aims to make it easy for you to bring any problems or complaints to our attention.
You should raise your issue with the agent, representative or property manager who is handling your business. If you are not satisfied with the outcome, there are a number of options to make a complaint to us.
In the first instance, we ask that you contact the Director of the office your complaint is in relation to. If you are not entirely satisfied with the resolution, we request that you inform the Biggin & Scott Resolution Officer of your concerns in writing.
When raising your concerns, please ensure you provide as much detail as possible, including:
-Your name and contact details
-A detailed description of the complaint
-The name of Franchise Owner or Staff Member that the dispute relates to
You can provide this information to the Biggin & Scott Resolution Officer:
Biggin & Scott Complaints Officer
Biggin & Scott Corporate Pty Ltd
10 Illowa St Malvern East
Malvern East VIC 3145
Attention to: Biggin & Scott Resolution Officer (03) 9277 7432
Biggin & Scott will acknowledge your complaint and endeavour to have the office involved resolve your concerns as soon as possible. The Biggin & Scott Resolution Officer will oversee the process and liaise with you and the relevant office Director to ensure the issues are completely examined.
We will treat the process and all the details of your complaint, in strict confidence.
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to refer the matter to the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria (CAV).
EARS is able to deal with enquiries and complaints about real estate agents. The service has been established within CAV to offer a dedicated service for information, advice and dispute resolution on real estate issues.
You can telephone EARS on 1300 73 70 30 weekdays to discuss your complaint.