Managing Complaints with Confidence

Our Complaint Handling Procedure

Bringing concerns to our attention

This procedure explains the process your complaint will go through and provide you with contact information should you need to discuss your concerns at any stage of the process.

If you are not satisfied with any aspect of our service, please provide us with as much information as possible, including your contact details and email address and photographs and quotes or evidence you have and feel is relevant. This will help us review your concerns more quickly.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Tel: 01298 72860

We recognise complaints and your concerns are individual. Therefore, when we write to you within 5 days to acknowledge your complaint we will also provide you with a summary of the action we will take and let you know when we will next respond or update.

We will also provide you with the name of the person handling your complaint and a reference number if you need to contact us further.

To ensure we have all the information we need to we may ask you to provide additional information in support of your complaint such as photographs, reports or quotes for works.

We will write to you within four weeks to inform you of the outcome of our investigations and details of any proposed action made to resolve your complaint.

Investigation

Once we have a good understanding of your concerns we will make enquiries to verify information, carry out an audit of the advice we have provided and liaise with other parties as necessary.

Inspection and Assessment

In some cases, we may arrange for our experienced Chartered Surveyor to call at your property in order to prepare an assessment, which will be for our internal use only. We will advise you if this is necessary within 10 days of receiving your complaint.

If considered appropriate we may instruct independent loss adjusters at any stage, who will undertake a review in order to assist us in reaching a resolution, this will be at our own cost.

What happens if we cannot reach agreement?

We aim to provide a thorough response first time, however if you are not happy with the outcome of our investigations or progress then you should raise the matter with one of the following institutionally approved independent assessors for resolution of a dispute :

PRS

If the complaint has not been resolved and is in relation to the purchase of a property you may contact PRS - the Property Redress Scheme who are contactable either by email on This email address is being protected from spambots. You need JavaScript enabled to view it. or by phone on 020282757131.

Our final response must be issued before a complaint can be referred the PRS if it is within 8 weeks of a complaint being registered with us.

Following our final response you have a maximum of 12 months to refer your complaint to the PRS should this be necessary.

CEDR

If the complaint has not been resolved and you have a commercial interest you may contact :

The Independent Adjudication Service of the RICS

The Centre for Effective Dispute Resolution

100 St Pauls Churchyard London EC4M 8BU

Telephone: 020 7536 6060

Or via their website www.cedr.com