We take complaints seriously and aim to resolve them promptly, fairly and transparently. This Complaints Handling Procedure (CHP) explains how we will deal with any complaint received and complies with the current requirements of the Royal Institution of Chartered Surveyors (RICS).
Stage 1 – Internal Complaints Handling Procedure
If you have a complaint, please contact our designated Complaints Handling Officer:
Joanna Kearvell
Chandler Garvey Ltd
4 Pauls Row
High Wycombe
Buckinghamshire
HP11 2HQ
Telephone: 01494 460250
Email: [email protected]
Making a Complaint
Complaints should be made in writing wherever possible, by email or letter, setting out:
- Your name and contact details;
- The property or instruction concerned (if applicable)
- Details of your complaint;
- What outcome or resolution you are seeking
Where a complaint is initially made verbally, we may ask you to provide a written summary to ensure that we fully understand the issues raised.
Acknowledgement
We will acknowledge receipt of your complaint within 7 calendar days and confirm our understanding of the issues raised.
At this stage, we may request further information if necessary to assist our investigation.
Your complaint will be investigated by a senior member of staff who has not been directly involved in the matter wherever reasonably possible.
We will review all relevant correspondence, files and records and may contact you for additional information during the investigation.
Outcome
Within 28 calendar days of receiving your complaint, we will write to you setting out:
- The outcome of our investigation;
- Our conclusions;
- Any actions we propose to take;
- Any offer of redress, where appropriate.
If we are unable to complete our investigation within 28 days, we will write to you explaining the reasons for the delay and provide an updated timescale.
If you are satisfied with our response, the complaint will be considered closed.
All complaints are recorded in our Complaints Log in accordance with RICS requirements.
Stage 2 – Independent Redress
If you remain dissatisfied after receiving our final response, you may refer your complaint to an independent redress provider.
Complaints may be referred to:
The Property Ombudsman (TPO)
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Website: www.tpos.co.uk
Telephone: 01722 333306
The Property Ombudsman provides an independent dispute resolution services for our clients.
Complaints must first be considered under Chandler Garvey’s internal complaints procedure before being referred to TPO.
Business-to-Business Complaints
Where the complainant is acting in the course of a business, and the matter cannot be resolved through our internal complaints process, the parties may agree to use an independent Alternative Dispute Resolution procedure, mediation, neutral evaluation, arbitration or another dispute resolution mechanism appropriate to the circumstances.
Information regarding dispute resolution services available through RICS Dispute Resolution Services can be found at:
https://www.rics.org/disputeresolution
Monitoring and Continuous Improvement
Chandler Garvey reviews all complaints to identify opportunities for improvement in our services and procedures.
Complaints are monitored and recorded in accordance with RICS requirements and are used as part of our commitment to maintaining high professional and ethical standards.
