Complaints Handling Process

 EPP CHARTERED SURVEYORS IN-HOUSE COMPLAINTS PROCEDURE 

We are committed to providing a professional service to all our clients and customers. When  something goes wrong, we need you to tell us about it. This will help us to improve our standards. 

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged  because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language. 

If you have a complaint, please put it in writing, including as much detail as possible. We will then  respond in line with the timeframes set out below (if you feel we have not sought to address your  complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman  or Centre for Effective Dispute Resolution to consider without our final viewpoint on the matter). 

What will happen next?

• We will send you written acknowledgment of the receipt of your complaint within three  working days of receiving it, enclosing a copy of this procedure. 

• We will then investigate your complaint. This will normally be dealt with by the office manager  who will review your file and speak to the member of staff who dealt with you. A formal  written outcome of our investigation will be sent to you within 15 working days of receipt of  the original complaint. 

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for  a separate review to take place by a senior member of staff. 

 • We will write to you within 15 working days of receiving your request for a review, confirming  our final viewpoint on the matter. 

• If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since  the complaint was first made) you can request an independent review.

For complaints related to surveying and valuation this will be Centre for Effective Dispute  Resolution who can be contacted at: 70 Fleet, London, EC4Y 1EU Telephone 0207 536 6116.  

https://www.cedr.com/ 

For complaints related to property agency, property management and leasehold  management this will be: The Property Ombudsman, Milford House, 43-66 Milford Street,  Salisbury, Wiltshire, SP1 2BP, Telephone 01722 333 306 www.tpos.co.uk https://www.tpos.co.uk/consumers/how-to-make-a-complaint(tpos.co.uk) 

Please note the following: 

You will need to submit your complaint to The Property Ombudsman within 12 months from the date  of our final viewpoint, including any evidence to support your case. The Property Ombudsman  requires that all complaints are addressed through this in-house complaint procedure, before being  submitted for an independent review.  

You must refer the matter to the Centre for Effective Dispute Resolution within 6 months of the date  of our Final Decision Letter.