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