Types of Complaints We Handle

We aim to address complaints related to the following aspects of the Yello Estates Portal:

• Technical Issues: Problems with the functionality, performance, or accessibility of the Portal.

• Inaccurate or Misleading Information: Concerns about property listings or other content on the Portal that appears to be inaccurate or misleading.

• Conduct of Real Estate Professionals: Issues regarding the professionalism, responsiveness, or ethical behaviour of real estate agents, brokers, or developers listed on our Portal (within the scope of their interaction through our platform).

• User Conduct: Concerns about the behaviour of other users on the Portal that violates our Terms of Use (e.g., inappropriate content, harassment).

• Violation of Terms of Use or Privacy Policy: Alleged breaches of our Terms of Use or Privacy Policy by Yello Estates or other users.

• Customer Service Issues: Dissatisfaction with our customer support or communication.

• Please note: While we strive to facilitate connections between users and real estate professionals, Yello Estates is generally not a party to the direct transactions or relationships formed between them. Complaints regarding the actual sale, purchase, or rental process, contractual disputes, or services provided directly by a real estate professional outside the scope of our Portal's features may need to be addressed directly with the involved parties. However, we will review complaints related to the conduct of professionals within their use of our Portal.

How to Submit a Complaint

To ensure your complaint is addressed efficiently, please provide us with the following information:

• Your Name and Contact Information: Including your full name, email address, and phone number so we can contact you for clarification or to provide updates.

• Date and Time of the Issue: When did the issue occur?

• Detailed Description of the Complaint: Clearly and concisely describe the issue you are reporting, including specific details, relevant URLs (if applicable), and the individuals or listings involved.

• Supporting Evidence: If possible, please provide any supporting evidence such as screenshots, documents, chat logs, or other relevant information that helps illustrate your complaint.

• Desired Resolution: Alleged breaches of our Terms of Use or Privacy Policy by Yello Estates or other users.

You can submit your complaint through one of the following methods:

• Email: Send an email to our dedicated complaints handling address: [Insert Email Address for Complaints]. Please use a clear subject line such as "Complaint Regarding Yello Estates Portal."

• Contact Form (if available): If we have a dedicated contact form for complaints on our Portal, please use that form and provide all the requested information. You can usually find this in our "Contact Us" or "Help" section.

• Postal Mail: You can send a written complaint to our physical address:

Yello Estates

Complaints Department

[Insert Physical Address of Yello Estates]

Our Complaint Handling Process

Once we receive your complaint, we will follow the following process:

• Acknowledgement: We will acknowledge receipt of your complaint within [Specify Timeframe, e.g., 2 business days]. This acknowledgement will typically be sent via email to the address you provided.

• Initial Assessment: We will review your complaint and any supporting evidence to understand the nature of the issue and determine the appropriate course of action.

• Investigation: Depending on the complexity of the complaint, we may conduct an internal investigation. This may involve reviewing our records, contacting relevant parties (including other users or real estate professionals), and gathering further information.

• Communication and Updates: We will keep you informed of the progress of our investigation and may contact you if we require further clarification or information. The frequency and method of communication will depend on the nature of the complaint.

• Resolution: Once our investigation is complete, we will aim to provide you with a fair and appropriate resolution to your complaint within [Specify Timeframe, e.g., 10 business days] of the initial assessment. The resolution may include corrective action, explanation of our policies, or other measures as deemed appropriate.

• Closure: We will inform you of the outcome of our investigation and the proposed resolution. If you are satisfied with the resolution, we will consider the complaint closed.

Escalation Process

If you are not satisfied with the initial resolution provided, you may have the option to escalate your complaint. To escalate your complaint, please reply to our resolution email or contact us again through the same channels, clearly stating that you wish to escalate your complaint and providing the reasons for your dissatisfaction.

Your escalated complaint will be reviewed by a senior member of our team, who will conduct a further review and aim to provide a final resolution within [Specify Timeframe for Escalated Complaints, e.g., 7 business days] of the escalation request.

Our Commitment

We are committed to handling all complaints fairly, efficiently, and in accordance with our policies and applicable laws. We will strive to:

• Acknowledge your complaint promptly.

• Investigate the matter thoroughly and impartially.

• Communicate with you clearly and provide updates on the progress.

• Offer a fair and reasonable resolution.

• Use feedback from complaints to improve our services and processes.

Limitations

While we will do our best to address all legitimate complaints, please note that our ability to resolve certain issues may be limited, particularly those that are outside of our direct control (e.g., the actual transaction process between users and real estate professionals, disputes that should be handled legally).

We also reserve the right to refuse to investigate or take action on complaints that are deemed frivolous, vexatious, or outside the scope of this policy.

Contact Us

If you have any questions about this Complaints Policy or wish to submit a complaint, please contact us using the methods outlined in Section 2:

Yello Estates

Complaints Department

[Insert Physical Address of Yello Estates]

Email : [Insert Email Address for Complaints]

Phone :[Insert Phone Number for Complaints (Optional)]

Thank you for bringing your concerns to our attention. We value your feedback and are committed to continuously improving the Yello Estates Portal experience.