The Sherry FitzGerald Group are committed to working to the highest ethical and legal standards while simply providing the best service. This is proven through customer testimonials and our company vales. We invite you to read a bit about where we have come from here
From the 6th July 2012 all estate agents legally operating in Ireland are regulated and licensed by the Property Services Regulatory Authority, also known as the PSRA.
The Sherry FitzGerald Group are licenced by the PSRA and have built on the standards set down by the PSRA. We have implemented a series of internal policies and procedures through our company manual “The Sherry Fitz Way”, internal protocols and ongoing staff training. Staff in all areas of the Group receive ongoing training to ensure that we are consistently working to provide the highest service levels to our clients while also complying with all applicable legislation and regulation. We have a dedicated Customer Insights department who carry out surveys with our customers and the responses received are fed directly back to both management and staff through presentations and training, we are continuously learning and improving.
Sherry FitzGerald Group also have a Compliance Department who provide all staff with information and training to assist them to meet the legal obligations imposed on them through the various pieces of legislation e.g. PSR Act, 2011, Criminal Justice (Money Laundering & Terrorist Financing) Act 2010, GDPR, and the European Union (Energy Performance of Buildings) Regulations 2012. Compliance levels are monitored on an ongoing basis and fed back into senior management as well as each business unit. The Compliance Department are available as a resource to clients should they have any queries on how the legislation effects them as users of the services of a licenced property service provider.
PSRA Licence Numbers
Sherry FitzGerald Limited – 002183
Sherry FitzGerald Countrywide Limited – 001628
Our Complaints Policy
At Sherry FitzGerald we continually strive to provide the best possible service to our clients. In the event you have a complaint on any aspect of the service you received we commit to:
- Dealing with your complaint fairly and in a timely manner
- Resolving the issue as quickly as possible with minimum fuss
- Treating you with respect and ensuring that you are dealt with in a courteous, fair and prompt manner
Complaints and Redress Procedures
Step 1: Address your complaint verbally to the manager of the local office that you are dealing with. If you are unhappy with the outcome of the conversation please put your complaint in writing and address it to the owner of the franchise office you were dealing with or, if your complaint relates to either Sherry FitzGerald Limited or Sherry FitzGerald Countrywide Limited, please write to the Operations Director of the relevant Group company. Complaints relating to Sherry FitzGerald Limited and Sherry FitzGerald Countrywide Limited can be received by post at:
(Enter relevant group company)
Complaints relating to Sherry FitzGerald Limited and Sherry FitzGerald Countrywide Limited can also be sent by email to email@example.com
Step 2: The Operations Director will acknowledge receipt of your complaint. If the matter cannot be resolved immediately, the complaint will be actively investigated and a comprehensive response will be sent to you within 15 working days of receipt.
Step 3: Any subsequent or follow-up enquiries received will continue to be dealt with by the Operations Director until the complaint is resolved to your full satisfaction. Your complaint may result in a disciplinary action for the person in question.
Step 4: If after the three steps outlined above are completed and you are dissatisfied by the outcome of our investigations of your complaint, you have a right to refer the complaint to the Property Services Regulatory Authority. A copy of their complaints process can be found on their website: www.psr.ie.
Step 5: All correspondence regarding complaints will be retained for a period of six years.