Estate Agent 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.
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 to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter acknowledging receipt of you 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 sending the acknowledgement letter.
- 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 after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Documents
Surveyors Complaints Procedure
Elliot and Hill Ltd COMPLAINTS HANDLING PROCEDURE (CHP)
As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages.
Stage one
of the CHP gives Elliot and Hill the opportunity to review and consider your complaint in full. Elliot and Hill 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.
Stage 1:
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:
Email: hello@elliotandhill.co.uk
Website: https://elliotandhill.co.uk
Tel: 07415606032
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not
able to give you a full response, we will update you within 28 days.
Stage 2:
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 Consumer Clients:
CEDR (Centre for Effective Dispute Resolution)
100 St. Paul’s Churchyard,
London EC4M 8BU
Tel: 020 7536 6000
Email: info@cedr.com
Website: https://www.cedr.com
For Business-to-Business clients:
RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA
Tel: 020 7334 3806
Email: drs@rics.org
Website: Dispute Resolution Service (rics.org)
Elliot and Hill Ltd. Company Number 14360374
Registered Office:137 Arabella Street, Roath, Cardiff, CF24 4SY
VAT Number 109 3749 04