Complaints Procedure

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

 

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

 

  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

 

For Business to Business Dispute

Stage One

The first stage of the complaints handling procedure will involve full consideration of your complaint by Dominic Birkmyre, on behalf of the firm. Your complaint will be considered as quickly as possible. You will be provided with a full response, or if that is not possible, an update on what is happening, within 28 days. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, then the matter will be concluded.

Stage Two

If we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of complaints handling procedure, an independent third party redress mechanism, as approved by the R.I.C.S.

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry, CV4 8JE

Tel: 0207 334 3806
email : drs@rics.org/drs

You will be notified in writing should it be necessary to enter Stage Two proceedings

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