Introduction
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 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 content with our responses, you will have the opportunity to take your complaint to stage two.
Stage two gives you as the Client the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
It is our policy to resolve any misunderstandings or difficulties amicably through our internal complaints procedure if at all possible. However, if you are not satisfied with our responses the following procedure would apply to both consumer complaints and business to business complaints.
Stage One
In the event of a complaint about our services not being resolved with the member of staff with whom you have been dealing on a day to day basis, then the first stage of our company’s complaints handling procedure will involve full consideration of your complaint by:
Chris Pook (Director)
Cooper Green Pooks
3 Barker Street
Shrewsbury
SY1 1QF
Tel: 01743 276666
Email: cjp@cgpooks.co.uk
Web: www.cgpooks.co.uk
Mr Pook will acknowledge receipt of your letter within 7 days and then investigate the matter.
If your complaint was by telephone or in person you will be asked to submit your complaint in writing in order to ensure clarity and full understanding of the issue about which you are complaining and to have a written record.
Mr Pook will write a formal response to your complaint within a maximum period of 28 working days from receipt of your letter, although in the meantime we would expect there to have been an attempt at resolution by way of telephone, email correspondence or meeting. If the nature of the complaint is complicated or investigation is delayed by, for example, holidays, Mr Pook will notify you of any possible delay within the 28 day period and provide you with an update on progress.
If you are happy with the outcome of Mr Pook’s investigation into your complaint, the matter will conclude.
Stage Two
If we cannot agree on how to resolve your complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure. We have chosen to use the following independent redress providers:
For Consumer Clients:
The Property Redress SchemePremiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk
Web: www.theprs.co.uk
For Business-to-Business clients:
The Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk
Web: www.theprs.co.uk