Complaints Process

As a regulated RICS firm, we have in place a Complaints Handling Procedure, which meets regulatory requirements.  This Procedure has two stages, as follows:

Stage One gives our firm the opportunity to review and consider your complaint in full.  Our firm will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to Stage Two.

Stage Two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing.  We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.  Please send your written complaint to:

Carol Bruce

Amax Estates and Property Services Limited

169 Parrock Street, Gravesend, Kent, DA12 1ER

Tel: 01474 564444

Email: carol@amaxestates.com

Website: https://www.amaxestates.com

 

We will acknowledge receipt of your complaint within 7 days and will consider your complaint as quickly as possible.  We aim to provide a full response within 28 days however if this is not possible an update on what is happening in relation to your complaint will be provided within this timeframe.

Stage Two

If you are still not satisfied after Stage One (or more than 8 weeks has elapsed since the complaint was first made) then the matter can be referred to our chosen redress scheme without charge.

We have chosen to use the following redress providers:

Consumer

The Property Ombudsman (TPO)

Milford House

43-55 Milford Street

Salisbury

Wiltshire  SP1 2BP

Tel: 01722 333306

Website: https://www.tpos.co.uk

 

Business to Business

RICS Dispute Resolution Services (DRS)

Surveyor Court 

Westwood Way

Coventry  CV4 8JE

Tel. 020 7334 3806

Email. drs@rics.org

Website: https://www.rics.org/drs

 

*Please note that any referral to The Property Ombudsman following our final response must be made within 12 months.