EPP CHARTERED SURVEYORS IN-HOUSE COMPLAINTS PROCEDURE
As a regulated RICS firm, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP 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, approved by RICS.
Complaints procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
We consider the needs of the individual and, 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.
Stage One – Our Review of our Complaint in Full
Stage One – First step – Your complaint
If you have spoken to us about your complaint, please put the details of your complaint in writing by letter or email. 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 include as much detail as possible, outlining all issues you would like considered, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence. Please send your written complaint to:
Luke Haslam - Director
EPP Chartered Surveyors, Elmfield House, Arrathorne, DL8 1NE
07783 723988
Stage one – Second step - acknowledgement
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.
Stage One – Third step – Our investigation
We will then investigate your complaint. This will normally be dealt with Luke Haslam 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.
Stage One – Fourth Step – Our Final Investigation
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.
Stage Two – Review by Independent Redress Provider
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.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:
For Clients relating to surveying and valuation:
Centre for Effective Dispute Resolution
100 St Paul's Churchyard, London, EC4M 8BU
0207 536 6000
You must refer the matter to the Centre for Effective Dispute Resolution within 6 months of the date of our Final Decision Letter.
For Clients relating to property agency, property management and leasehold management:
The Property Ombudsman
Milford House, 43-66 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
Make a Complaint - The Property Ombudsman (tpos.co.uk)
You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.