COMPLAINTS HANDLING PROCEDURE (CHP).
If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint:
To deal with your complaint we have appointed:
Mr James Brown MRICS
Norman F Brown
14 Queens Road
Tel: (01748) 822473
If you have a question or if you would like to make a complaint, please do not hesitate to contact him.
If you have initially made your complaint verbally, whether face-to-face or over the phone, please also make it in writing, addressed to James Brown above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by James Brown on behalf of the firm. Receipt of your complaint will be acknowledged within 3 working days and a full response issued within 15 working days. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of James Brown’s investigation into your complaint, the matter will conclude.
If we cannot agree on how to resolve the complaint then you will have the opportunity to take the complaint to the final stage of our complaints handling procedure, which is the:
The Property Ombudsman
43-55 Milford Street
Tel: 01772 333306
Fax: 01722 332296
For businesses then the:
RICS Dispute Resolution Service (DRS)
Tel: 020 7334 3806
Will be used as the redress mech